MEA Customer Service Business Partner Manager - Operations (m/f)

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

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.

Apply now for the position of MEA Customer Service Business Partner Manager – Operations, who is responsible for driving customer satisfaction, operational excellence, and business growth in the Middle East and East Africa Indirect countries.

Your role:

• Apply the global CS Partner Management principles in the establishment and implementation of Partner Service Agreements, focusing on performance standards of services.
• Ensure proper registration and maintenance of service partners within the registration tool (GAMA), especially in regard to assigning appropriate authorization.
• Provide partners’ access to Partner Service Portal, SRS Portal, Installed Base maintenance tool, Update Handling tool, Service SW License Key generation tool, parts ordering Webshop.
• Implement and operate a consistent and continuous Service Certification program using Siemens Service Excellence Guidelines across all Service Partners.
• Facilitate proper leadership and management of the team of Field Service Engineers and Field Application Specialists within partner organizations.
• Be a Service Management Consultant to the partners, provide guidance for the selection/recruitment/coaching of key people.
• Support partners with creation of optimized training plan for Field Service Engineers and Field Application Specialists.
• Drive and maximize service customer satisfaction through service delivery with contribution of a service partner.
• Support partners’ escalations, monitor Hot Sites. Timely inform CS Leadership and Country Managers about critical situations.
• Ensure performance by partners mandatory updates of Siemens Healthineers medical equipment.
• Support partners with implementation of Complaint Handling process, Good Documentation Practice and other quality-related processes.
• Promote SRS Connectivity as a solution for high systems availability, short reaction times and opportunity for reduction of Partners’ Service costs.
• Assure the rollout of Siemens Partner systems and tools by Business Partners to establish full service transparency (Installed Base, Service KPIs, Notifications, PMs, etc) for each of the appointed Business Partners.
• Ensure extensive sales support to the local sales organization. Ensure technical collaboration and knowledge transfer during sales offers and projects.

Your expertise:

• Bachelor's or Master’s degree in Engineering, Biomedical Engineering, Healthcare Management, Business Administration, or a related field.
• Strong understanding of healthcare technology, customer service operations, and business management principles.
• +5 years of experience in healthcare services, customer operations, or a related field.
• Proven track record in managing partnerships or service provider relationships.
• Strong background in customer satisfaction and technical support processes, preferably in medical devices or healthcare technology sectors.
• Strong interpersonal and communication skills to work with diverse teams, including sales support teams and local sales organizations.
• Collaborative mindset for transferring technical knowledge and supporting training initiatives.

To find out more about the specific business, have a look at Siemens Healthineers United Arab Emirates (siemens-healthineers.com).

Who we are:

We are a team of more than 71,000 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. Check our Careers Site at Jobs at Siemens Healthineers (siemens-healthineers.com).

As an equal opportunity employer, we welcome applications from individuals with disabilities.

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