Customer Service Manager - Thailand Cluster

About the role

Siemens Healthineers is looking for a Customer Service Manager to oversee service operations for the Thailand cluster (Thailand, Myanmar and Cambodia). You will manage the service team in the assigned countries, lead and coordinate management and staff, and be responsible for service revenue, profitability and business performance.

Key responsibilities

• Ensure implementation of and adherence to strategies, policies, processes and methods for service operations, and implement superior policies and function-specific procedures and tools
• Manage service revenue and profitability, forecast and monitor service business performance, and define service growth strategies for the Thailand cluster
• Deliver services operationally with respect to process adherence, service quality and profitability
• Implement workforce development measures and supervise or conduct negotiations of Service Level Agreements
• Act as primary escalation contact with customers and resolve issues with external and internal stakeholders
• Support developing service leads and ensure compliance with regional laws and regulations

Required profile

• Bachelor's degree in Mechanical Engineering, Electronics Engineering or a related discipline
• More than 10 years of service engineering experience in the medical field
• Experience in a MedTech or medical device company, and in equipment maintenance service such as preventive maintenance and troubleshooting
• Prior experience as a Technical Customer Service Manager or in a similar leadership role in service operations
• Proven business and commercial acumen, leadership and people management skills for at least 2 years, and data-driven decision making
• Fluent English and Thai, written and spoken
• Legal right to work in Thailand; no relocation support offered, and willingness to travel within the region
• Willingness to work flexible hours, including beyond the standard work week, and to work onsite and occasionally coordinate system downtime events from offsite locations