Director Customer Service Experience Canada

Job Responsibility:

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. Sustainably.

We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone to grow personally and professionally. Sound interesting? Then come and join our global team as a Director, Customer Experience - Canada to build strong, sustainable relationships with high-level executives and customers, as well as, appropriately communicating with Customer Service and Sales teams ensuring our customers are receiving an industry-leading experience.

Our global team: We are a team of 69,000 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

This is a role well suited to an ambitious, service driven professional, looking for the next step in their career.

Reporting to the Zone Vice President, Customer Services the Director, Customer Experience - Canada will be responsible for:

Customer Focus:

• Being accountable to respond to customers and resolve issues identified through our Customer Satisfaction surveys (i.e. Echo 360)
• Customer Satisfaction on an ongoing basis to validate customers level of satisfaction ensuring at a minimum “meeting expectations” to include actions for improvement
• Ensuring participation, implementation and facilitation of our customer satisfaction survey tools, and preparing appropriate responses and ensuring necessary actions are taken
• Orchestrating and facilitating business reviews, as well as ensuring a high-end process is in place to support customer interactions
• Working proactively with the delivery team to address issues identified in preparation and delivery of the business reviews for customers.
• Being the escalation point for customers, sales, and other internal stakeholders, to ensure there is timely and comprehensive communication to close out the issue and satisfying the customer
• The service impact on Customer Loyalty and Customer experience while working closely with the Regional Service Managers (RSMs), within the Customer Services team
• Understanding the organizational structure of the client's business, along with that of the Siemens Healthineers service and sales support teams
• Proactively identifying customer needs
• Developing and implementing customer specific solutions.
• Maintaining internal and external customer satisfaction metrics within the assigned areas
• Working closely with the Zone Vice President, Customer Service and the VP, Zone General Manager, Canada ensuring the customer needs are known and addressed by the corresponding RSMs
• Acting as the “Voice of the Customer” in developing service offerings and delivery innovations
• Initiating and facilitating change, when appropriate, within the service organization.

Delivery Responsibilities:

• Partnering with Service delivery to drive;

o Service Delivery Strategy

o Zone and Customer specific KPI's

o Siemens Healthineers core initiatives

- Customer Satisfaction

- Revenue- growth

- Bottom line - margin improvement initiatives.

- Compliance

• Ensuring adherence to policies, procedures and regulatory requirements from accrediting entities, government agencies, and other applicable regulating bodies
• Providing expertise and advice with regards to service contract management, performance monitoring, equipment standards development and monitoring, and utilization of medical equipment in the assigned area
• Acting as the main point of contact for all customer communication and interaction with internal sales and service organizations
• Participating in the development and implementation of Key Performance Indicators (KPI's) of the business for the assigned responsibilities, Zone and customer specific requirements
• Successfully communicating status of Education, Application, Updates, Installs and Relocations in a consistent and accurate manner
• Being accountable as data integrity steward to ensure accurate data is contained in the Computerized Maintenance Management System (CMMS)
• Participating, when appropriate, in “Make Right” resolutions.

Sales Partnership:

• Activities that support customer retention, working closely with Service Sales Executive (SSE)
• Partnering with SSE to hit or exceed top line revenue targets and identify opportunities for increased revenue opportunities
• Providing ongoing transparent data to all stakeholders
• Conducting leadership rounding
• Providing an escalation path for Sales Leadership to ensure customer satisfaction and retention activities are completed

Quality and Service Culture

• Partnering with Service Delivery to ensure successful completion of service
• Being accountable for the development of a best practice quality service program
• Developing and maintaining relationships with users, physicians, administration, finance, department managers, materials management, and others to further equipment management processes in assigned areas
• Leading and cultivating a culture of Siemens Healthineers values and integrity.

This position may suit you best if what is below resonates with you, in addition to wanting to continue your career as an effective leader with Siemens Healthineers.

• You have established yourself as a successful leader in the Customer Experience space
• You demonstrate an expertise that supports organizational success in a competitive market
• Your passion for quality and service delivery are reflected within the teams you lead
• You are knowledgeable and experienced in working in regulated industries, ideally within the medical technology sector
• You demonstrate a high degree of professionalism, integrity and accountability
• You have a proven track record of meeting and exceeding KPIs
• You are able to establish, build and maintain strong customer relationships at all levels

Required skills to have for the success of this role:

• Bachelor's degree, and/or a minimum of five years work experience in the Healthcare Technology Management (HTM) industry including two years in a supervisory role
• Bilingualism English / French language: The successful candidate for this position must be bilingual. Fluency in French and English (verbal and written) is required to perform the duties and responsibilities of the position for the following reason(s):

• The role requires interacting with English-speaking customers and suppliers across Canada and/or internationally;
• The role requires regular interactions with Siemens colleagues based outside of Quebec, nationally and internationally;
• The role requires using software or technology that is available only in English;

• Demonstrated experience in understanding customer needs and developing appropriate action plans and communications
• Experience managing budgets and tracking the financial performance of a medical equipment management program
• Demonstrated a working understating of all the key functions needed to create and manage a health care medical equipment maintenance and management service program
• Demonstrated strong communication skills with the ability to present ideas and initiatives to cross-functional groups
• Demonstrated detail oriented, sound decision making ability, and a diplomatic demeanor
• Ability to influence cross-functionally to drive results
• Ability to regularly travel up to 50% of the time, with periods of increased travel
• Must be able to travel without restrictions domestically and internationally

Siemens Healthineers is proud to be a Great Place to Work® certified company in Canada for 2020-2023, 2023 Best Workplaces™ in Ontario, 2022 Best Workplaces™ in Manufacturing, 2022 Best Workplaces™ for Health Care and 2022 Best Workplaces™ for Hybrid Work.

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.

If you want to join us in transforming the way healthcare is delivered, visit our career site at:

In our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity, Siemens Healthineers requires employees, contractors, and business partners to be fully vaccinated with relevant dose(s) of a Health Canada approved vaccine for all new hires by their start date. “Fully vaccinated” means it has been 14 days after receiving the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (i.e., two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series), and which may include, at the Company's discretion, any further doses in accordance with Health Canada guidelines. Exemptions will only be granted for medical reasons or on the basis of a protected ground under applicable human rights legislation.

Siemens is committed to creating a diverse environment and is proud to be an equal opportunity employer. Upon request, Siemens Canada will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. All qualified applicants will receive consideration for employment. By submitting personal information to Siemens Canada Limited or its affiliates, service providers and agents, you consent to our collection, use and disclosure of such information for the purposes described in our Privacy Notice available at .

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