Customer Care Manager (Area)

Starting Date: No. of vacancy: Location: Department: ASAP 01 HCMC Sub-region Service & Support

Mission of Function: Develop innovation Service & Customer Support Strategies and processes which optimize service levels within the area of his responsibility via best practice within badger requirements. Work in close collaboration with the country Service Management to ensure implementation of these strategies and processes. Contacts (internal / external) : The incumbent will interact with sub-region organization (in particular Heads of Service and Support, TSC Managers, and Regional Specialist Managers, including Sales Managers, Finance, Marketing, HR and QA/RA Areas of Responsibility/Tasks: 1. Main responsibility for the customer satisfaction and customer retention for the area, demonstrating proactive attitude and actions to optimize systems performance and image. Develop and maintain relationships with top customers. 2. Lead and manage the team of Field Application and Specialists, and if applicable, Field Informatics Specialists, taking final responsibility for their roles in the area. Maintain high levels of teamwork inside the team and with partners, in particular with the Area Sales Team. 3. Recruit, Coach, and motivate the team. Plan resources to respect current and future maintenance contracts and customer service, optimizing productivity for the area. 4. Proactively improve service in the area, using analysis of service requests and costs to improve the quality of service (e.g. spotting recurring breakdowns, preventing hot spots, etc, assuring preventing maintenance timelines, making sure complex installations are fully planned, suggesting process improvements, etcetera. 5. Quickly deliver service as needed, closing out customer complaints or escalating if necessary, performing installation and desintallations to plan, working with the team at customers sites as needed. 6. Set and supervise the Services annual operating budget, monitoring all service costs. In particular, oversee the cost, inventory management, and return rate for spare parts in the area. Drive Service Revenue Area. 7. Track and assure key Service metrics for the area (e.g. MODs completion, FTFR, MTBF, etcetera) 8. Actively promote the Siemens DX brand image in the entire area, Projecting and image of professionalism and competence at all times. 9. Responsible for the area for the complete and correct use of the complaint handling software defined by the company and strict compliance to quality procedures and work instructions. 10. Enhance the competitiveness of Siemens DX after-sales service (reducing all-out times, optimizing the ratio of quality to cost). 11. Create a High-Performance Culture where employees enjoy working in the area and can grow personally and professionally. 12. Lead the team to achieve the Mission, Values, and Vision of the company. Maintain the team at all times in strict compliance to ethical principles and Health, Safety, and Quality norms of the company.

Competence : - Understanding of Diagnostic Division products - Understanding of core Service IT platforms (e.g. Siebel, SAP, Cognos) - Understanding of the financial systems operated within the country - Computer literate with good experience in using Microsoft Office applications including PowerPoint, Excel and Word - Understanding of Change Management and Project Management methods. - Effective communications skills, both written and verbal - Fluency in English: written and spoken - Detailed knowledge of the country-wide Service & Customer Support requirements - A thorough knowledge of company procures, policies, mission, vision and values - Ability to sell, good teaching skills, good team worker. - A broad knowledge of local customs and customers across the country Experience: 1. Professional: Must have a proven track record of leading a team of country Service & Support Organization within the Diagnostics industry. 2. Project / Process : Has to drive consistent service best-practices and a good understanding of the customer needs - Has to have a predisposition for effectively managing change 3. Leadership: Must be able to impact and influence the FSEs and FASs to give priority to important country strategic service initiatives in the face of heavy, urgent operational workloads and other branch business priorities. 4. Intercultural: Must be sensitive to diversity in culture, language-ability, economic and political constraints, customer-expectations, regulatory requirements, etc. Capabilities: Entrepreneurial spirit Self determination Strategic Judgment Initiative Change orientation Learning Business Competence Communication Skills Network built on trust Coaching & mentoring Team player Analytics Decision making Result and quality orientation Customer Focus Professional ethics Siemens Values