ES Operations Manager

Role overview

Responsibilities

• Ensure high operational performance and customer satisfaction.
• Manage complaints, timely resolution, and preventive actions; foster a customer-centric service culture.
• Ensure day-to-day functionality of the Customer Care Center and implement and monitor the SERVOR process.
• Provide qualified resources for pre-clarification, technical support, and application inquiries; define and supervise escalations.
• Introduce, maintain, and operate the SPIRIDON ERP/Service Management System.
• Ensure service-incident data is entered and collected properly; generate and submit required KPIs.
• Support digital service tool integration where applicable.
• Report operational status, service situations, and escalations to regional management.
• Ensure compliance with safety, quality, and regulatory standards.
• Maintain service-operation commercial efficiency and profitability within project scope.
• Review technical and financial performance, including scorecards, dashboards, and cost KPIs.

Experience and qualifications

• Proven operations management experience; experience in the ES (Engineering Services) sector is preferred.
• Strong leadership, team management, problem-solving, decision-making, communication, and interpersonal skills.
• Proficiency in process optimization and workflow management; ability to analyze operational data and generate actionable insights.
• Experience with project management tools and methodologies.
• Knowledge of industry regulations and compliance standards.
• Ability to manage budgets and resource allocation effectively and adapt to changing business environments and priorities.

About Siemens Healthineers