ES Operations Manager

About Siemens Healthineers

Siemens Healthineers is dedicated to pioneering breakthroughs in healthcare globally and sustainably. The company fosters an inspiring and caring environment that celebrates diversity and individuality, encouraging professional and personal growth through resources and flexibility.

The Role of ES Operations Manager

Siemens Healthineers is seeking an ES Operations Manager to join its team in Riyadh. This full-time role is critical for ensuring high operational performance and customer satisfaction within the service operations. The manager will oversee the functionality of the Customer Care Center and implement key operational processes.

Key Responsibilities

• Ensure consistently high operational performance to achieve customer satisfaction.
• Manage and follow up on customer complaints, ensuring timely resolution and preventive actions.
• Foster a customer-centric culture within the service team.
• Ensure the full functionality and day-to-day operation of the Customer Care Center (CCC).
• Implement and monitor the SERVOR process.
• Provide qualified resources for pre-clarification, technical support, and application inquiries.
• Define and supervise the escalation process.
• Introduce, maintain, and operate the ERP/Service Management System (SPIRIDON).
• Ensure proper data entry and collection for every service incident.
• Generate and submit key performance indicators (KPIs) as required by Siemens Healthineers standards.
• Support digital service tools integration where applicable.
• Provide regular operational reports to regional management, including service situation summaries and escalation updates.
• Ensure compliance with safety, quality, and regulatory standards.
• Ensure commercial efficiency and profitability of the service operation within the project scope.
• Review and analyze technical and financial performance (Scorecards, dashboards, cost KPIs).

Required Qualifications and Experience

• Candidates should possess 5-10 years of relevant experience.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working within a global community that values diverse contributions and supports professional and personal development.

Application Process

Join Siemens Healthineers to contribute to breakthroughs in healthcare. We value your unique contributions and encourage you to apply.