Head Of Customer Services, KR

Service Operations Leader

Join us in pioneering breakthroughs in healthcare. 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.

Key Responsibilities

• Lead the overall Korea service organization, covering Hardware, Software and Technical Support (THD) as applicable.
• Act as the CS Head for Korea, providing strategic and operational leadership across a nationwide service footprint.
• Manage and develop a manager-of-managers structure, ensuring clarity of roles, accountability, and effective delegation.
• Ensure alignment with Varian Global CS and APJ Service leadership, serving as the single point of contact for Korea service operations.

• Ensure end-to-end service delivery excellence with strong focus on patient safety, equipment uptime, service quality, and customer satisfaction.
• Own operational KPIs such as uptime, MTTR, SLA compliance, contract coverage, and service productivity.
• Drive service profitability through effective cost control, workforce planning, and productivity initiatives.
• Oversee service planning and execution for major installations, upgrades, and long-term service contracts.

• Act as the primary escalation owner for critical customers, including major academic and reference hospitals.
• Lead resolution of complex customer issues including field quality events, shipment/installation delays, and system performance escalations.
• Represent Korea Service leadership directly in executive-level customer discussions and negotiations when required.

• Ensure full compliance with Korean MFDS regulations, medical device law, EHS standards, labor law, and internal Siemens Healthineers / Varian compliance requirements.
• Closely collaborate with Regulatory Affairs, Quality, Legal, and Compliance teams to manage audits, inspections, and regulatory inquiries.
• Lead service-related crisis management involving regulatory, quality, or patient safety risks.

• Drive workforce development strategies including capability building, leadership development, succession planning, and talent retention.
• Foster a strong service culture emphasizing Safety, Quality, Accountability, and Customer-centricity.
• Champion continuous improvement, engagement, and professional growth across the service organization.

Qualifications & Experience

• Bachelor's degree or higher in Engineering, Science, or related discipline.
• 15+ years of experience in service operations, field service management, or technical operations within medical devices or high-reliability industries.
• Proven experience leading medium to large service organizations, including people management at manager level.
• Strong understanding of service economics, contracts, and operational KPIs.
• Solid working knowledge of Korean regulatory and compliance environment preferred.
• Business-fluent in Korean and English.

Leadership Profile

• Senior-level leadership presence with ability to influence across functions and levels.
• Strong decision-making and crisis-management capability.
• Customer-focused, accountable, and execution-driven.
• Comfortable operating in a matrix and global organization.

We are a team of more than 72,000 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.

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.