Do you want to contribute to the future of healthcare? As Siemens Healthineers values those who dedicate their energy and passion to this cause, our company’s name is dedicated to our employees. It’s their pioneering spirit, blended with our long history of engineering in the ever-evolving healthcare industry that truly makes us unique as an employer. We offer you a flexible and dynamic environment and the space to stretch beyond your comfort zone in order to grow both personally and professionally. Sound interesting? Then come in and join our Siemens Healthineers Malaysia team as Head of Operation, Customer Service (Malaysia) to expand healthcare competitiveness with professional services to ensure highest customer satisfaction Your mission and responsibilities: You lead and mentor the following department under operation in CS Siemens Remote Support Centre including Call receipt and Technical Support Groups Digital Health (Syngo RisPACS) Group Logistic Department Digital Initiatives Group You plan , mentor and motivate team members to ensure timely and reliable call clarification of Customer Support Calls through Hotline Customer Escalation tools like Teamplay & etc You plan and execute PM,MU and MI plans, Escalated Call Management You ensure on going support to customers for MS , MI and MU through IT support group You manage and monitor all escalations You ensure timely and consistent process implementation in Customer Service (CS) Operations and drive improvement (IT and Process Maturity) You lead the operations to be excellent in managing "Customer Urgency" and towards excellent "Customer Experience" (i.e achieve the targets set by region yearly for NSI/ NPS for operations touch points) You lead , conduct , collaborate with internal and external meetings (i.e Tender Meetings, Handover Meetings, if necessary Site Meetings , Customer Interactions You handle "Teamplay" presentation, technical or safety trainings and etc as needed. You assist in time and material business together with Business Support, Execution and Commercial Team You collaborate with Execution Team to ensure GDP Service Report (i.e co- Champion QR 19) You mentor the modality team in Risk Assessments , technical escalations, PPP/ PSI and GDP issues You lead and support Customer Care Team with ticket closures , call analysis , various report preparation , I-base accuracy and be vigilant of any breach of date in Customer Care Care (CCC). This includes guarding proper issuance of Service Keys and etc. You lead and support Syngo (RISPACS) team with any daily operations and complexities You lead and support the logistics team with delivery prioritization, inventory planning, warehouse planning , MRP, tool purchases, calibration of tools, purchase order / request (PO/PR) approval and any issues that may occur on 3rd party materials with procurement and etc You plan and execute team development You ensure development of down lines and involve in succession planning You assign soft skills, technical skills and site attachments or other course internal/ external course/ training You ensure down line voice is heard and maintained through "Peakon" survey You plan and drive Escalation Management by playing role as pivot for Escalated Operations issues especially from Customers You identify and drive continuous improvement and initiatives in Customer Service (CS) Operations To find out more about the specific business, have a look at https://www.siemens-healthineers.com/en-my/ Your qualifications and experiences: You obtain a degree preferably with MBA, E&E , Medical Engineering or equivalent You have Siemens relevant modality technical training (added advantage) You have basic MS / SAP is an added advantage but can learn on the job You have reasonable years of experience in Customer Service and have an open mind in leading continuous CS Operations initiatives especially efforts in company wide Collaborations & Communications You have experience in managing, leading and motivating teams and individuals You have experience handling customer complaints & satisfaction Your personality and skills: You are able to prioritise work taking into account a complex matrix of inputs- You have good communication capability, organizational capability, presentation capability You possess good management and organizational skills You have a can-do attitude You must have customer's issues at heart and see through the resolution quickly You able to work extra hours and off hours You have flexible approach to travel, manage , visit and support customer Being part of our team: Siemens Healthineers is a leading global medical technology company. More than 53,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. Your cultural fit: Our unique team spirit arises from embracing different perspectives, open debate, and the will to challenge conventions. Change is a constant aspect of our work. We aspire to lead the change in our industry rather than just react to it. That’s why we want you to seek, implement and celebrate your best ideas. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes Organization: Siemens Healthineers Company: Siemens Healthcare Sdn. Bhd. Experience Level: Experienced Professional Job Type: Full-time