Senior Manager – Service Operations Support Software

Overview

Senior Manager – Service Operations Support Application Software. Responsible for the strategic and operational management of application software support within the Service Operations Support organization, enhancing user experience, driving issue resolution through cross-functional collaboration, and aligning service strategies with business goals in Diagnostics Service Laboratory Solutions (DX CS-LS) for field and lab operations.

• Enhancing User Experience
  • Define strategy and priorities for enhancing the customer and field user experience.
  • Champion improvements in workflows that enhance the overall customer and operator experience.
  • Drive field feedback collection and feature prioritization to ensure intuitive and effective software design.
  • Lead initiatives that enhance diagnostic workflows and support evolving customer needs.
• Driving Issue Resolution
  • Lead, mentor, and develop a high-performing team of application software specialists.
  • Oversee the team’s role in supporting field escalations, working closely with Service and R&D teams to ensure rapid resolution.
  • Develop and implement strategies to reduce installation and configuration complexity and associated costs.
  • Collaborate with cross-functional teams including R&D, Marketing, Service, and Field Operations to align goals and deliver value to customers.
  • Ensure field teams have state-of-the-art tools and resources for system installation, setup, and method validation.
• Aligning Service Strategies with Business Goals
  • Act as a Subject Matter Expert in Clinical Laboratory Operations and User Interface serviceability to advocate for customer and service interests.
  • Represent the voice of the customer and application specialists during product development cycles.
  • Performs additional responsibilities as assigned to support organizational goals and initiatives.

• Demonstrated ability to lead and manage people.
• Direct experience in the in-vitro diagnostics industry.
• Strong communication (written, oral, and listening) and problem-solving skills.
• Strong understanding of diagnostic workflows, customer operations, and field service environments.
• Demonstrated success in driving process improvements, resolving escalations, and managing customer-focused initiatives.
• Strong problem-solving and analytical skills with a customer-first mindset.
• Experience in regulated environments (e.g., FDA, ISO) and compliance with medical device software standards.

• Experience
• Typically, 5+ years of successful experience in related field and demonstrated responsibilities as presented above.
• Advanced degree MAY be substituted for experience, where applicable.
• Willing to travel 10%.

• Education
• BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.

Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, disability, marital status, pregnancy, genetic information, sexual orientation, gender expression, gender identity, or other protected categories in accordance with applicable law. See also EEO policy disclosures and accommodations policy as applicable.