Customer Service Business Manager

In brief

**Overview** This role is for a Customer Service Business Manager at Siemens Healthineers. The position functions as a strategic business partner to Customer Services leadership, country management, Business Lines, sales, finance, operations, education, and headquarters stakeholders. The core purpose is to provide transparency on business performance, service growth potential, pricing actions, contract development, installed base evolution, and portfolio opportunities. The manager is responsible for driving the execution of service business initiatives to enable profitable growth, stronger customer retention, improved contract capture, and higher value realization across the installed base, ensuring alignment between local market priorities, zonal targets, global service strategy, and Business Line-specific service growth objectives. **What you will do** * Monitor Customer Services revenue, profitability, contract performance, installed base development, warranty conversion, customer satisfaction, and Business Line performance, identifying deviations from targets and driving corrective actions. * Lead and monitor profitable sales growth measures, including contract indexation, parts and T&M price increases, renewal pricing, point-of-sale pricing initiatives, and service value proposition activities throughout the fiscal year. * Track contract capture rates, analyze movements against plans, identify contractable potential, and develop action plans with sales and and service teams for recapture, retention, and growth. * Analyze installed base growth, lifecycle status, revenue potential, risk areas, market trends, customer base movements, and competitive positioning, collaborating with local and zonal teams to grow, protect, and monetize the serviceable base. * Provide customer base analysis, business potential identification, customized service offering support, customer interaction support, and training to enable CS sales teams to position service products effectively. * Support the rollout and monitoring of new services, campaigns, education business opportunities, modernization programs, digital service solutions, and strategic service concepts across the assigned scope. * Act as the country and zone interface for assigned Business Line topics, engaging with HQ BL management and driving BL-specific service revenue, installed base, profitability growth, and customer value. * Support annual budget and planning cycles in coordination with CS Management, CS finance, country business managers, Business Line stakeholders, and CS leadership. * Follow up on revenue, profitability, contract base, contract capture rate, installed base, customer satisfaction, and strategic initiative performance, deriving measures to proactively manage target achievement. * Ensure structured communication with CS Heads, CS FI, sales, operations, education, service administration, and HQ counterparts on focus topics, risks, opportunities, service obligations, and performance actions. * Contribute to CS strategy and strategic projects by taking ownership of service revenue breakthrough targets, go-to-market strategies, innovative service offerings, customer campaigns, and performance improvement levers. * Support the zone and collaborate with HQ on CS Competitive insights. * Manage stakeholders effectively during CS offer processes. **Requirements (from the original advert)** * University degree in a relevant discipline, or an equivalent combination of education and professional experience; an advanced degree is an advantage where applicable. * 5 to 8 years of relevant experience in business management, customer services, service sales, finance, commercial operations, or a related healthcare technology environment. * Experience in healthcare, medical technology, or medical devices; direct exposure to service business management in a healthcare environment is strongly preferred. * Demonstrate strong business acumen, analytical thinking, and the ability to convert complex data into clear insights, recommendations, and executable actions. * Sound knowledge of service contracts, installed base management, pricing, financial performance steering, and commercial service offerings. * Experienced in working with analytical databases, complex Excel models, pivot tables, Power BI, PowerPoint, and financial or performance management tools. * Communicate confidently with stakeholders at different levels of the organization, including senior management, sales teams, service teams, customers, and cross-functional business partners. * Highly collaborative, structured, results-oriented, and able to work effectively across functions, countries, zones, and global teams. * Proficient in English; additional local languages are an advantage depending on country or customer scope. * Valid passport and can travel within South Africa and internationally where required. * Valid South African driver’s license is required where locally applicable. * Demonstrate excellence, quality, and compliance in daily interactions, operations, reporting, customer-facing activities, and internal governance expectations. **Who should apply** An ideal candidate for this role is a strategic and analytical professional with a university degree or equivalent, possessing 5 to 8 years of relevant experience in business management, customer services, service sales, finance, commercial operations, or a related healthcare technology environment. Direct experience in healthcare service business management is strongly preferred. The candidate should demonstrate strong business acumen, analytical thinking, and the ability to translate complex data into actionable insights. Essential skills include sound knowledge of service contracts, installed base management, pricing, and financial performance steering, along with proficiency in analytical tools such as Excel, Power BI, and PowerPoint. The role requires confident communication skills, strong collaboration, a structured approach, and results orientation, with the ability to work across functions, countries, and global teams. A valid passport allowing international travel and a valid South African driver’s license are required. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/customer-service-business-manager-siemens-healthineers Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 5 years of experience.

• Power BI
• Microsoft Excel
• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

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