Head of U.S. Service Operations, Point of Care Diagnostics

Head Of U.S. Service Operations

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

The Head Of U.S. Service Operations is responsible for the full post-sale customer lifecycle within Siemens Healthineers' Point Of Care Diagnostics business in the United States. This includes leadership over customer success, field service, and informatics implementation teams. This role ensures operational excellence, seamless customer onboarding, technical performance, and customer satisfaction across the installed base. The head of service acts as the central architect of customer experience, ensuring alignment with commercial, technical, and strategic objectives.

Key Responsibilities :

• Set strategic direction and operating model for national post-sale service functions. Responsibilities include active management of the installed base, application support, customer training, customer education, and complex installation project management responsibilities along with traditional field service break fixes and business partner engagement and management.
• Lead and develop service leadership team across customer success, field service, and implementation.
• Establish KPIs and accountability for customer onboarding success, service quality, system uptime, and customer retention.
• Ensure alignment between pre-sale expectations and post-sale delivery in collaboration with sales and marketing.
• Partner with revenue operations to track installed base health, performance trends, and expansion opportunities.
• Serve as executive escalation point for complex customer issues.
• Represent service in executive planning forums, strategic account reviews, and go-to-market alignment sessions.
• Liaise with headquarter functions to support and implement serviceability requirements in new diagnostic product designs and commercial products.
• Actively seek feedback from customers to maximize customer satisfaction.
• Define execution plans to support the End-of-Life (EOL) and End-of-Support (EOS) phases of products

Team Leadership And Development :

Strategic Relationships And Collaboration :

Business Planning And Process Improvement :

Travel Requirements :

Qualifications : Education :

Experience :

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.

The annual base pay for this position is : Min $167,700 - Max $251,500 Factors which may affect starting pay within this range may include geography / market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and / or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements : medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking / public transportation, paid time off, paid sick and safe time.