Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere. We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as XP Operations Manager – RSC Americas to lead global technical support teams responsible for providing world-class support to both internal and external customers. Our global team: We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways. Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers. This is a role well suited to an ambitious professional, looking for the next step in their career. As a XP Operations Manager – RSC Americas, you will be responsible for: Day-to-day operations of the XP product line to deliver incident management support to internal and external customers of the Regional CS Organizations of the Americas including both pro-active and reactive support activities. Shift schedule, on-call management, and resource planning as well as the ongoing personal and professional development of their teams to ensure the successful achievement of all identified Customer (Phone, CDI, NPS, NSI), Business (Productivity / SVA / Revenue) and Employee (development / retention) targets for the product line identified as part of the overall CS strategy "from On-site to On-line". Lead global technical support teams responsible for providing world-class support to both internal and external customers Manage and coach specific modality team members to strive for best performance Monitor performance and compliance to set targets and define corrective actions Drive continuous operational modality improvements within the RSC. Support the organizational setup of the specific modality Define necessary resources (employees, location, and IT) Monitor, review and support Incident Management Process and other RSC processes Drive continued innovation and enhancement of service processes and tools (Action Plan Libraries, digital modelling, decision support etc.) Ensure appropriate resources to effectively support the Incident Management Process which includes escalations and technical onsite support. Support team initiatives to maximize service operational efficiency and customer excellence This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers Promote and support a Service Based Leadership Culture Develop highly motivated and committed product line(s) team Support personnel and professional development and lean management opportunities Professional experience required in product and service business. Product business experience necessary for understanding of customer issues and Service business. Required skills to have for the success of this role Experience in service delivery processes and application thereof in call center type environments. Solid understanding of service processes and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes. Project experience necessary since many activities are based on project-driven activities. Leadership experience is essential. This experience includes leadership of direct reports and guiding / motivating non direct reports within a matrix organization for employees located in various locations. Since this job includes all countries in an RSC's region with a wide range of different cultures and involves other world-regions, experience of working with different cultures and working in multi—cultural teams is important. 3 – 5 years of leadership/people management experience 3 – 5 years of XP modality experience preferred Knowledge of both Country and Global process International travel required Relocation assistance will be considered Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity. Going forward, please be aware that Siemens Healthineers requires full COVID-19 vaccination for all new hires by their start date, except where prohibited by state law. Accommodations may be requested for certain medical or religious reasons. If you choose to submit an accommodation request it should be submitted within 3 business days of receiving a verbal offer. Details on how to submit approval will be provided by your recruiter. An accommodation approval must be confirmed prior to your start date. A start date cannot be confirmed until the accommodation has been reviewed. An accommodation is based on your role. If you are a currently a Siemens Healthineers employee with an existing approved accommodation, it will need to be re-evaluated prior to starting a new role. 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. Beware of Job Scams Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers Career Site. 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. 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