ES Operations Manager

Role overview

Responsibilities

• Ensure consistently high operational performance and customer satisfaction; manage complaints through timely resolution and preventive actions.
• Foster a customer-centric service team culture and ensure full functionality and daily operation of the Customer Care Center.
• Implement and monitor the SERVOR process; define and supervise the escalation process.
• Provide qualified resources for pre-clarification, technical support, and application inquiries.
• Introduce, maintain, and operate the ERP/Service Management System (SPIRIDON).
• Ensure accurate data entry and collection for every service incident; generate and submit required KPIs.
• Support integration of digital service tools 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 service operations within project scope.
• Review and analyze technical and financial performance, including scorecards, dashboards, and cost KPIs.

Work experience and requirements

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

About Siemens Healthineers