Responsable Service SAV - Support F/H

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? We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone to grow personally and professionally. 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.
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. 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. 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. 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.
Partnering with Service delivery to drive;

o Service Delivery Strategy
o Zone and Customer specific KPI's
Customer Satisfaction
- 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)
Activities that support customer retention, working closely with Service Sales Executive (SSE)
Providing ongoing transparent data to all stakeholders
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
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 are able to establish, build and maintain strong customer relationships at all levels
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 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
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
To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. 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., Exemptions will only be granted for medical reasons or on the basis of a protected ground under applicable human rights legislation.
Upon request, Siemens Canada will provide reasonable accommodation for disabilities to support participation of candidates in all aspects of the recruitment process. 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 .
Sur demande, Siemens Canada prendra des mesures d'accommodement raisonnables pour les personnes handicapées, dans le but de soutenir la participation des candidats dans tous les aspects du processus de recrutement.