Now’s our time to inspire the future of healthcare together. Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 48,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. 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. This is what truly matters to us. Join our team now at Siemens Healthineers as Quest Service Lead. This is a role well suited to an ambitious professional, looking for the next step in their career. As a Quest Service Lead, you will be responsible for: Establish and execute on the strategic operational deliverables outlined in the 4 Target Lanes below: Customer Lane: Responsible for the timely proactive communication of all service activity as requested by Customer and in relation to contract deliverables. The QSL, in partnership with Project Director, will align on specifics to be delivered to Customer. The QSL will also be responsible for sharing any service feedback/actions from Customer back to the service teams. The QSL will work with Quest on the appropriate meeting schedules to ensure complete alignment. Executive Lane: In partnership with the Project Director, the QSL will provide the Quest Governance Board with timely/detailed updates on the Quest phases, inclusive of pre/post live accounts. Details contained in these specific updates must be clearly defined and agreed to. The QSL will also be responsible for sharing any service feedback/actions from Governance Board back to the service teams. Technical Lane: Responsible for ensuring the successful technical execution of all service activity (implementation, go-live, incidents and escalations) through close alignment with the assigned Field Service &Application/RSC/HSC (incl. R&D input) teams and in accordance with the Quest Escalation guideline and in adherence with /insurance of with global CS processes. Pertaining the PLA the QSL will lead the Quest VIP TBLs (who review all service activities) with the intent of ensuring timely resolution to issues, identification of trends and possible knowledge sharing opportunities (internally and externally). The QSL will act as the direct escalation conduit for all service-related concerns and will work as technical lead for the Quest service team on the appropriate meeting schedules. Drive site production (PLA KPI) through effective manpower planning/utilization, cross training plans, processes, and customer satisfaction. Identify gaps and deficiencies and develop plans with service team to successfully close and avoid reoccurrence. Drive in partnership with CS LD HQ site productivity and growth through knowledge-sharing/training plans for local team as well as customer operators, processes, and customer satisfaction surveys. Identify gaps and deficiencies and build plans to address. Partner in escalation management process to support CSEs, RSMs, VIP TBLs, RSC, HSC in driving timely communication/resolution Establish a systematic course of performance management for self and team members to assure accomplishment of specific objectives agreed upon with Project Director and CS LD AM. Data / Analytics Lane: The QSL is responsible for working with the “data analytics” resources (NAM, RSC, HSC, SLM, DGA etc.) to create the information/dashboards necessary to fulfill the Quest PLA, Quest, Service Teams as well as the Quest Governance Board demands allowing holistic comparable view of KPI status. Details required for each must be clearly defined and agreed upon (see above). Engage data-analytics in developing forward looking performance measures and actions to drive business outcomes. Ensure the successful achievement of all identified service deliverables (KPI’s) and owns the POA for any gaps identified ultimately owns and measure in customer satisfaction level This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers Distressed Account management experience with customer satisfaction (NPS) focus strongly preferred. Demonstrated Leadership/Customer Management skills in the global organizational matrix Ability to think creatively/proactively; ‘out of the box’. Extensive Atellica instrument knowledge, familiarity with large/complex sites and pertaining automation/IT topics (Aptio, Flexlab HT) Effective succinct communication skills including demonstrated stand-up presentation skills, group facilitation, and ability to effectively interact with global executives/ international personnel/customers. Excellent interpersonal skills with ability to interact effectively in a team-based organization across multiple remote locations/departments with management and individuals of various levels and backgrounds. Results oriented and/or six sigma/top+/HPS or equivalent skills preferred. Capable of making commitments, setting priorities, and delivering results on quality, in time and on budget. Project management skills. Ability to facilitate/lead project teams. Advanced PC skills with demonstrated knowledge of MS Word, Excel, PowerPoint, Project, Visio, and Access as well as Enterprise wide IT systems (GSMS, SAP, …), knowledge in data mining/visualization like SAS, MS Power BI a plus Required skills to have for the success of this role Bachelor’s degree in business/engineering – MBA or equivalent work experience Fluency in English 7+ years of related experience Consulting and/or change management experience advantageous Strong leadership, listening, verbal and written communication skills. Skills to guide the team towards a high-performance culture Display high level of critical thinking in bringing successful resolution to high-impact, complex, and/or cross functional problems Results oriented to ensure achievement of the targeted profit, customer satisfaction and market share goals Demonstrate analytical skills for market intelligence management and targeted execution of measures Work effectively as a team, motivating colleagues and team members to produce the best results At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally. If you want to join us in transforming the way healthcare is delivered, visit our career site at https://usa.healthcare.siemens.com/careers. If you wish to find out more about the specific before applying, please visit: https://usa.healthcare.siemens.com/about. As an equal-opportunity employer we are happy to consider applications from individuals with disabilities. Organization: Siemens Healthineers Company: Siemens Medical Solutions USA, Inc. Experience Level: Experienced Professional Job Type: Full-time Equal Employment Opportunity Statement Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law Applicants and employees are protected under Federal law from discrimination. To learn more, Click here. Pay Transparency Non-Discrimination Provision Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here. California Privacy Notice California residents have the right to receive additional notices about their personal information. 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