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Apply now for the position of Head of Customer Services Lab Solutions, Latin America (LAM)

Location: LAM

Position Overview

Join the team as Head of Customer Services Lab Solutions, Latin America (LAM) in the Diagnostics (DX) business, reporting directly to the EVP, Head of Customer Services, and as an integral member of the DX LAM zone Management Team. In this executive role, you will lead a team of 300+ employees and manage the end-to-end customer services operations across Latin America. You will set the strategy, drive operational excellence, and ensure best-in-class service delivery for our diagnostics customers.

Key Responsibilities:

·       Strategic Leadership: Define and execute the strategy for LAM Customer Services, aligned with the Zone strategy and overall DX vision and business objectives.

·       Regional Accountability: Oversee customer services operations across the diverse markets in LAM to deliver outcomes of Customer Experience, Employee Engagement and Financial Commitments. Key responsibilities include presale collaboration, customer onboarding and project implementation, training, ongoing technical and application service issue resolution, escalation support, drive proactive and preventive customer support through the life cycle of customer journey.

·       Financial Stewardship: Lead Services financial planning, including budgeting, forecasting, and accurate performance reporting.

·       Operational Excellence: Establish and monitor KPIs aligned with the global guidelines to maximize customer satisfaction and operational efficiency. Ensure infrastructure, tools, and processes enable countries to deliver high-quality services.

·       Transformation & Optimization: Establish and execute improvement and transformation initiatives and projects. Optimize organizational design to best enable delivery of outcome objectives across LAM.

·       Compliance & Governance: Ensure adherence to regulatory and compliance standards, including EHS, tool calibration, incident reporting, and CAPA requirements.

·       Leadership & Culture: Foster a high-performance culture through coaching, feedback, and talent development. Drive strong collaboration within a matrix organization and build strong partnerships with zone and global cross functional teams through common goal setting and execution

·       Distributor Management: Oversee third-party intermediaries for indirect countries, ensuring alignment with service standards and commercial strategy

Qualifications:

·       Language Skills: Bilingual in English, Spanish, and Portuguese strongly preferred.

·       Education: Bachelor’s or Master’s degree.

·       Experience: Minimum 10 years in service delivery, operations, or other relevant direct customer facing experience with proven business success. Experience leading large, diverse, multi-functional teams in a global environment. Strong background in change management, operational excellence, and financial acumen.

·       Leadership Competencies: Transformational leadership and change management expertise. Talent development and team-building skills. Ability to influence across functional boundaries and drive collaboration in a matrixed organization.

·       Industry Knowledge: Previous IVD or healthcare sector experience strongly preferred.

·       Travel Requirement: Ability to travel approximately 30% to 50% of the time, as needed.

Who we are:
We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work:
When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

As an equal opportunity employer, we welcome applications from individuals with disabilities.

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