Head of Customer Services Laboratory Solutions, Korea
[About Siemens Healthineers]
Siemens Healthineers is a leading global healthcare company with approximately 70,000 employees across more than 70 countries, delivering cutting-edge technologies in the medical industry. We are at the forefront of innovation in the fields of medical imaging, laboratory diagnostics, and healthcare IT.
At Siemens Healthineers Korea, more than 1,100 employees are engaged in a wide range of functions, including sales, service, research and development, and manufacturing of diagnostic and imaging equipment. We operate sales and service offices in major cities across Korea—including Seoul, Busan, Daegu, Daejeon, Jeonju, and Gwangju—while our ultrasound R&D and manufacturing activities are carried out in Bundang and Pohang.
Siemens Healthineers has been recognized as one of the "2024 Best Workplaces" by the Great Place to Work Institute (GPTW) in the United States. We strive to set the standard in the industry by fostering a flexible and autonomous work environment and offering various programs that support a healthy work-life balance. Through these efforts, we aim to strengthen our position as a sustainable leader in the healthcare market.
[Job Summary]
We are looking for a leader who will be responsible for our Laboratory Solutions (LS) Customer Service Business (CS) in South Korea. This role shall be based in Seoul. The Head of Customer Services will oversee and drive the service operations across the country, ensuring the efficient delivery of high-quality customer service, technical support, installation, maintenance, and training for laboratory equipment and solutions. The role also requires close coordination with Business Partners considering the commercial and go-to-market landscape, ensuring consistent service quality, performance, and customer experience across all channels.
[Key Responsibilities]
- Team Leadership & Management: Lead, mentor, and develop a high-performing service organization in South Korea. Foster a collaborative and customer-centric culture across both Siemens teams and Business Partner organizations. Set performance goals, conduct regular reviews, and drive continuous development across the broader service ecosystem.
- Customer Service & Relationship Management: Develop and maintain strong relationships with key customers, ensuring high levels of satisfaction with service delivery. Act as the primary escalation point for complex service issues, ensuring timely and effective resolution. Collaborate closely with sales and Business Partners to ensure seamless service delivery throughout the customer lifecycle.
- Service Operations & Support: Oversee the installation, maintenance, and repair of laboratory equipment, ensuring compliance with industry standards and company policies. Ensure consistent execution of service level agreements and operational processes across both direct and partner-delivered services. Align planning and execution across Siemens teams and Business Partners to ensure efficiency and full coverage.
- Financial & Budget Management: Manage the service P&L, ensuring cost-effective and efficient operations. Analyse service cost structures and identify opportunities for optimization across both direct and partner-based delivery models. Develop and track financial KPIs related to service delivery, including service contracts, repair revenue, and parts sales.
- Compliance & Quality Assurance: Ensure adherence to all regulatory and industry standards, including safety and quality requirements. Implement governance and control mechanisms to ensure consistency and compliance, including oversight of partner-delivered services. Maintain accurate service records and ensure timely completion of service reporting.
- Continuous Improvement: Proactively identify opportunities to improve service processes, equipment performance, and customer satisfaction. Champion the adoption of new technologies, tools, and service approaches to enhance operational efficiency. Drive capability development across internal teams and Business Partners.
- Reporting & Communication: Regularly report on service performance, customer satisfaction, employee engagement, and operational KPIs to senior management. Communicate effectively with South Korea Management, APJ Management, Headquarters, and relevant Business Partners. Ensure alignment on targets, priorities, and transformation initiatives across all stakeholders.
- Additional Responsibilities: Represent CS-LS towards South Korea Management, APJ Management, Headquarters, and Business Partners. Track progress on targets and ensure transparency across all service operations. Align with and support service leadership to ensure consistent operational execution.
[Desired Outcomes]
- Best-in-class customer experience, maximized customer value, and enhanced the overall customer journey.
- Optimized resource allocation, service processes, and cost efficiency while maintaining service quality and compliance.
- An engaged, accountable, and high-performing Customer Services team.
- A culture of collaboration, continuous improvement, safety, and customer focus.
- Strengthened partnership with commercial team and business partners.
- Successful business transformation according to company strategies.
[Qualifications and experience]
- Bachelor’s degree and above in Engineering, Biomedical Engineering, Life Sciences, Business Administration or relevant.
- Progressive leadership experience in Customer Services, Technical Services, Field Service Operations, or related commercial functions, and the background with the medical devices, healthcare, or life sciences especially in In-vitro industry is preferred.
- Demonstrated success in driving operational excellence, service business performance, and customer satisfaction.
- Strong people leader with the ability to inspire, develop, and lead high-performing teams through change and transformation.
- Strategic mindset with the ability to translate business priorities into operational execution.
- Excellent stakeholder management and influencing skills, with the ability to collaborate effectively across functions and organizational levels.
- Experience working with external Business Partners, distributors, or channel organizations, including governance and performance management.
- Solid financial and commercial acumen, including budgeting, resource planning, productivity management, and service business metrics.
- Customer-focused and results-oriented with a strong sense of ownership and accountability.
- Excellent communication and interpersonal skills with the ability to build trusted relationships internally and externally.
- Resilient and adaptable, capable of leading teams in a dynamic and evolving business environment.
- Business level in English, both written and spoken.
[채용 조건]
- 고용형태 : 정규직
- 근무지 : 지멘스헬시니어스 본사 (서울 강남역 위치)
- 급여 : 회사 내규에 따름
[복리후생 및 기타]
1. Work & Life Balance
- 연차 기본 18개 제공(단, 입사 첫 해 월할 계산) 및 매년 1일 추가되며 상한선 없음
- 자율출퇴근 제도 : 오전 7~10시 중 자율 출근, 8시간 근무 후 퇴근
- 저녁 시간 회식 최소화 : 저녁 9시 이전 회식 종료
2. Benefit
- 자녀 학자금 지원 : 유치원부터 대학교까지 지원 (자녀수 제한 없음)
- 경조 휴가 및 경조금 지원 (결혼, 출산, 환갑, 칠순, 팔순, 사망 등)
- 의료비 지원 : 직원 및 배우자, 자녀의 실손보험 지원 (단체 상해보험 가입)
- 장기근속자 포상 : 근속년수 5년부터 5년 단위로 포상금 지급
- 종합검진 : 직원 본인 및 가족 1인 대상 무료 종합검진 지원
- 회사대출 : 주택구매 / 임차(최대 5천만원), 생활 안정 자금(최대 1천만원) 지원
- 법인콘도, 하계 휴양지 지원
- 연간 복지포인트 50만원 지급
- 동호회 활동비 지원
- 출산 직원 선물 지급
3. Career Development Program
- 프로그램에 선발될 경우 독일 본사, 미국 본사 또는 Asia Pacific 국가로 장, 단기 파견 기회 또는 교육 프로그램 참여 기회 제공
- 업무 능력 향상을 위한 다양한 온라인/오프라인 교육 프로그램 제공
[채용기간]
채용시 마감 (선접수 선면접 방식으로 진행하고 있으니 빠른 지원 바랍니다.)
[채용절차]
- 서류전형 > 1차면접 > 2차면접 > 3차면접 > 최종합격
- 결과는 개별적으로 통보되며 전형은 경우에 따라 추가/변경될 수 있습니다.
- 국가보훈대상자와 신체장애자는 관련서류 제출시 관계법에 따라 우대합니다.
- 입사지원서 내용에 허위사실이 판명될 경우 입사가 취소될 수 있습니다.
- 영문 이름은 여권상의 이름과 동일하게 기재하십시오.
채용 과정에 불필요한 고유식별정보(주민등록번호, 여권번호, 운전면허번호, 외국인등록번호등)및 민감정보(종교, 정치, 건강문제 등), 용모, 키 등 신체조건, 출신지역, 혼인여부, 직계존비속의 직업 등은 기재하지 마십시오.
당사 채용에 지원하여 최종합격이 되지 못한 지원자는 최종 합격자 발표일 이후 60일 이내에 제출한 채용서류의 반환을 청구할 수 있습니다.
단, 홈페이지 또는 전자우편으로 제출된 경우나 지원자가 당사의 요구 없이 자발적으로 제출한 경우에는 그러하지 아니하며, 천재지변이나 그 밖에 당사에 책임 없는 사유로 채용서류가 멸살된 경우에는 반환의무를 이행한 것으로 봅니다.
채용서류 반환을 원하시는 경우, 당사 채용담당자 ([email protected]) 에게 요청해 주시기 바랍니다.
반환 청구에 대비하여 반환 청구기간까지 채용서류를 보관하게 되며, 이후에는 ‘개인정보보호법’에 따라 채용서류를 파기하므로 반환이 불가합니다.
문의사항은 [email protected]로 부탁드립니다.
