Area Service Manager

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably
At Siemens Healthineers, our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions
Our broad portfolio includes enterprise imaging IT, AI-powered decision support, as well as eHealth and patient engagement solutions. It comprises business intelligence, performance management tools and tele operations solutions, innovative cardiology IT, digital pathology as well as diagnostics IT and lab automation
Then come and join our Malaysia team as Area Service Manager and you will be responsible to deliver efficient and effective service by overseeing resources, timelines, and budgets while maintaining high-quality service standards, with an unwavering commitment to achieving maximum customer satisfaction
Your Role:

• You will be responsible to lead the team of Customer Service Engineers to achieve customer satisfaction, fulfil contractual obligations, and meet operational KPIs. Establish and maintain necessary tools and infrastructure while fostering a culture of high-performance.
• You will be responsible to develop and refine operational processes to achieve excellence in service quality, meet contract obligations, uphold internal requirements, attain financial objectives, obtain quality certification, conform to customer expectations, and achieve targeted productivity savings.
• You will be responsible to work closely with the Head of Service Execution to implement service budgets by overseeing installed base development, manpower resources, contractual and non-contractual work, and service sales programs if required.
• You will be responsible to ensure highest technical, operational and financial performance for installation, maintenance, upgrades and updates of medical equipment in accordance to its technical specifications.
• You will be responsible to work closely with service operations functions to implement necessary support processes.
• You will be responsible to develop and review resources, budgets and employee development programs.
• You will be responsible to provide sales support and facilitate technical collaboration for maintenance contracts and projects.
• You will be responsible to responsible for ensuring the employees assigned to adhere to disciplinary policies and procedures. Communicates updates on the business's financial health to the employees.
• You will be responsible to direct accountability for managing Time and Material Service Business within a designated region.

Your qualification and experience:

• Bachelor’s Degree in Engineering or related technical field with experience in medical device/service management. Additional certification in leadership, business or management is an added advantage
• Minimum 5 years experience in service engineering or medical imaging field
• Experience managing customer escalations and service operations
• Proven leadership experience in leading engineering team
• Good knowledge of medical devices, hospital environment and customers
• Experience in planning manpower, workload, and service performance
• Strong communication and customer management skills
• Experience handling cross-functional coordination and problem-solving
• Experience in handling Time & Material service business

Competency:

• Strong knowledge in medical devices and imaging systems. Able to support troubleshooting, customer discussion, and technical guidance
• Able to manage customer expectations, handle escalations, and ensure fast issue resolution professionally.
• Deep understanding of product functions, applications, maintenance, and troubleshooting processes. Understanding of healthcare industry expectations, customer service trends, and market requirements to support business growth and customer satisfaction.
• Strong communication, problem-solving, coaching, conflict resolution, and teamwork skills. Able to lead and support engineers effectively.
• Able to coordinate service activities, manage workload, and ensure timely customer support.

Leadership Competency:

• Strong customer-oriented mindset with good communication and emotional intelligence. Able to understand customer needs, provide excellent service experience, and build long-term customer trust and satisfaction.
• Good understanding of business operations, market trends, financial awareness, and risk management.
• Able to think strategically and support business growth through effective decision-making and innovation
• Able to influence, motivate, and align teams toward common goals. Strong relationship-building, communication, and stakeholder management skills with the ability to gain trust and cooperation.
• Able to plan, prioritize, and execute tasks effectively to achieve business objectives. Ensures timely delivery, problem-solving, and continuous improvement in daily operations

To find out more about the specific business, have a look at https://www.siemens-healthineers.com/en-my
Who we are:
We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways
How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably
To all recruitment agencies:
Siemens Healthineers' recruitment is internally managed, with external support permitted only when a qualified supplier has established a formal contract with us. Unsolicited candidate submissions and referrals, absent a current supplier contract, do not establish consent and are ineligible for fees. We delete and destroy unsolicited information, thus, would recommend you refrain from any such practices. Your adherence to our policies is appreciated.