Customer Service Manager - Thailand Cluster

About the role

Siemens Healthineers is looking for a Customer Service Manager to lead service operations for the Thailand cluster (Thailand, Myanmar and Cambodia). You will manage the service team in the assigned countries, oversee service revenue and profitability, and ensure service delivery meets quality and process standards.

Key responsibilities

• Manage the service team in key countries and lead or coordinate management and staff
• Define service growth strategies for the Thailand cluster and forecast and monitor service business performance
• Implement superior policies and define and enforce function-specific processes, procedures and tools
• Ensure service delivery on an operational level, with attention to process adherence, service quality and profitability
• Implement workforce development measures and supervise Service Level Agreement negotiations and adherence
• Support the development of service leads and act as the primary escalation contact for customers
• 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
• At least 2 years of leadership and people management experience
• Legal right to work in Thailand; no relocation support is provided
• Willingness to travel within the region and to work flexible hours, including beyond the standard work week
• Onsite work is expected, with occasional coordination of system downtime events from offsite locations

Required skills

• Fluent written and spoken English and Thai
• Data-driven decision making using service metrics
• Business and commercial acumen to identify service growth opportunities