Head of Customer Service - Pakistan

About the role

Siemens Healthineers is looking for a Head of Customer Service based in Lahore, Pakistan. The role leads the Pakistan Customer Services organization as an economic unit with full profit and loss responsibility, covering strategy, financial performance, transformation execution, stakeholder management and alignment with regional and global priorities.

Key responsibilities

• Lead the Customer Services team as an economic unit, including disciplinary responsibility for all CS staff, and maintain the highest customer satisfaction within the Siemens Healthcare Customer Services framework.
• Own and drive the full business performance for Pakistan, including revenue growth, profitability, cost productivity, installed base monetization, contract penetration and margin improvement.
• Implement service budgets covering installed base development, contractual and non-contractual work and service sales programs, and ensure technical, operational and financial performance of equipment services and maintenance.
• Drive CS business management processes such as market intelligence, customer analysis, service portfolio, pricing and contract management, and provide sales support to the local sales organisation.
• Manage external service partners, education services and business development, and lead improvement initiatives with the MEA CS zone.
• Lead the transformation of the CS organization, standardize processes, improve productivity and build a succession pipeline and leadership depth.
• Act as the senior CS representative for Pakistan and Afghanistan with country leadership, regional leadership, business line management, strategic customers and external partners.

Required profile

• Engineering degree with at least 10 years' experience in the healthcare industry.
• Proven experience managing a country-level service business with direct P&L accountability, and leading business transformation and performance turnaround.
• Strong commercial acumen: service revenue growth, margin management, pricing, contract strategy and installed base development.
• Experience influencing senior internal and external stakeholders in a matrix organization, and handling difficult and critical customer situations.
• Proficiency in English and Urdu.