Service Partner Manager
Siemens Healthineers
Schlagwörter
Skills
Hochmotivierter und erfahrener Healthcare Experte in der gesamten bildgebenden Diagnostik, Strahlentherapie, Radio-Isotopen-Produktion und den zugehörigen Informationssystemen.
Ich biete Beratungsleistung und Interims-Management im Bereich Customer Service und Projekt Management. Zu meinem Portfolio gehören sämtliche Serviceprozesse einschließlich der Auslagerung der Service Erbringung beim Kunden durch externe Partner.
Meine Kompetenz fundiert auf langjähriger Erfahrung in verschiedensten Positionen bei einem namhaften Medizingeräte-Hersteller. Ich habe aber auch meinen Horizont über mehrere Jahre im Management in einem arabischen Vorzeige-Krankenhaus erweitert. In meinen letzten 25 Berufsjahren habe ich mehr als die Hälfte der Zeit mit meiner Familie mit fünf Kindern in Saudi-Arabien gelebt und war in den unterschiedlichsten Verantwortlichkeiten tätig.
Dieser seltene, umfassende und einzigartige Erfahrungs-Hintergrund ist mein Alleinstellungsmerkmal.
Ich kann komplexe und interkulturelle Herausforderungen in kürzester Zeit analysieren und pragmatische sowie nachhaltige Lösungen definieren und implementieren. Dabei fällt es mir leicht, Menschen aller Hierarchien zusammenzubringen und vor Allem in Projekten zum gemeinsamen Erfolg zu führen.
Meine bisherigen Rollen führten alle zu nachweisbaren Erfolgen in der gesamten Wertschöpfungskette im After-Sales Service und Life-Cycle Management. Mein Mehrwert ist gesteigerter Profit verbunden mit nachhaltig erhöhter Kundenzufriedenheit.
Die Bildung der notwendigen Vertrauensbasis für nachhaltige Geschäftsbeziehungen auf Entscheider-Ebene im anspruchsvollen multi-kulturellen Umfeld des englischsprachigen Afrikas und dem Mittleren Osten ist eine meiner größten Stärken.
Ich biete Beratungsleistung und Interims-Management im Bereich Customer Service und Projekt Management. Zu meinem Portfolio gehören sämtliche Serviceprozesse einschließlich der Auslagerung der Service Erbringung beim Kunden durch externe Partner.
Meine Kompetenz fundiert auf langjähriger Erfahrung in verschiedensten Positionen bei einem namhaften Medizingeräte-Hersteller. Ich habe aber auch meinen Horizont über mehrere Jahre im Management in einem arabischen Vorzeige-Krankenhaus erweitert. In meinen letzten 25 Berufsjahren habe ich mehr als die Hälfte der Zeit mit meiner Familie mit fünf Kindern in Saudi-Arabien gelebt und war in den unterschiedlichsten Verantwortlichkeiten tätig.
Dieser seltene, umfassende und einzigartige Erfahrungs-Hintergrund ist mein Alleinstellungsmerkmal.
Ich kann komplexe und interkulturelle Herausforderungen in kürzester Zeit analysieren und pragmatische sowie nachhaltige Lösungen definieren und implementieren. Dabei fällt es mir leicht, Menschen aller Hierarchien zusammenzubringen und vor Allem in Projekten zum gemeinsamen Erfolg zu führen.
Meine bisherigen Rollen führten alle zu nachweisbaren Erfolgen in der gesamten Wertschöpfungskette im After-Sales Service und Life-Cycle Management. Mein Mehrwert ist gesteigerter Profit verbunden mit nachhaltig erhöhter Kundenzufriedenheit.
Die Bildung der notwendigen Vertrauensbasis für nachhaltige Geschäftsbeziehungen auf Entscheider-Ebene im anspruchsvollen multi-kulturellen Umfeld des englischsprachigen Afrikas und dem Mittleren Osten ist eine meiner größten Stärken.
Projekthistorie
12/2017
-
09/2020
End-to-end responsibility for the service business of ~40 direct managed partner countries and -companies
in Middle East, Africa, Eastern Europe, and South America:
* negotiate partner contracts and monitor with respect to compliance
* coach and guide technical management of partner companies
Highlight: Service quality and efficiency sustainable improved - combined with increased customer
satisfaction. 30% increase in service parts revenue for Healthineers.
in Middle East, Africa, Eastern Europe, and South America:
* negotiate partner contracts and monitor with respect to compliance
* coach and guide technical management of partner companies
Highlight: Service quality and efficiency sustainable improved - combined with increased customer
satisfaction. 30% increase in service parts revenue for Healthineers.
05/2017
-
11/2017
Head of global Service Partner Management
Siemens Healthineers
End-to-end responsibility to redefine and implement a new global Service Partner Management Process:
* onboarding - contracting - performance management - offboarding
* develop contract templates, define partner deliverables (SLAs and KPIs)
* restructuring project: split the headquarter role and successfully transferred responsibility to Direct
Export Sales and local Siemens country organizations
Highlight: Redefined the Healthineers Service Partner Management framework as a "lone fighter" with
numerous headquarter and country interfaces.
* onboarding - contracting - performance management - offboarding
* develop contract templates, define partner deliverables (SLAs and KPIs)
* restructuring project: split the headquarter role and successfully transferred responsibility to Direct
Export Sales and local Siemens country organizations
Highlight: Redefined the Healthineers Service Partner Management framework as a "lone fighter" with
numerous headquarter and country interfaces.
08/2014
-
04/2017
Service Partner Manager EMEA
Siemens Healthcare
Operational management of approx. 25 local Service Partner Managers and approx. 250 Service Partner
companies.
companies.
04/2011
-
07/2014
Project Manager
Siemens Healthcare
Headquarter function to implement the global "Service Strategy 2015".
Project Manager of an interdepartmental and international team for the "Communication" pillar of the
strategy:
* Define and drive worldwide service process adaptations to establish consistent, customer-centric
communication throughout all steps of the service delivery process.
Highlight: Over exceeded the target of 5% increase in global Net Promoter Score.
Project Manager of an interdepartmental and international team for the "Communication" pillar of the
strategy:
* Define and drive worldwide service process adaptations to establish consistent, customer-centric
communication throughout all steps of the service delivery process.
Highlight: Over exceeded the target of 5% increase in global Net Promoter Score.
02/2010
-
03/2011
Healthcare Technology Consultant
Saad Specialist Hospital
Advisor to the owner for the hospital's future strategic approach in all healthcare technology aspects.
Responsible for the successful realization of owner-initiated projects.
* Active vendor relation management.
* Responsible for smooth realization of projects within the hospital, that where initiated by the owner.
* Activities include feasibility studies (e.g. Particle Therapy Centre), involvement in facility planning,
systems assessment, vendor selection, coordination of site preparation, installation, integration in
existing infrastructure, handing over and user training.
Highlight: Successful go-live of the Oncology Centre with its radiation treatment facility and molecular
imaging including a radioisotope production facility.
Responsible for the successful realization of owner-initiated projects.
* Active vendor relation management.
* Responsible for smooth realization of projects within the hospital, that where initiated by the owner.
* Activities include feasibility studies (e.g. Particle Therapy Centre), involvement in facility planning,
systems assessment, vendor selection, coordination of site preparation, installation, integration in
existing infrastructure, handing over and user training.
Highlight: Successful go-live of the Oncology Centre with its radiation treatment facility and molecular
imaging including a radioisotope production facility.
02/2008
-
01/2010
Oncology IT Manager
Saad Specialist Hospital
Member of the hospital's executive management team and directly reporting to the owner/CEO.
Responsible for all Oncology specific IT activities and systems utilized within Radiation Oncology
Department.
Highlight: Implemented successfully the first filmless and paperless Radiation Therapy Department in the
Middle East.
Responsible for all Oncology specific IT activities and systems utilized within Radiation Oncology
Department.
Highlight: Implemented successfully the first filmless and paperless Radiation Therapy Department in the
Middle East.
09/2004
-
01/2008
Service Marketing Manager
Siemens Healthcare
Headquarter function to guide and support management and marketing departments of Siemens Customer
Services with 4600 employees in the implementation of the service strategy "Roadmap 2010" to evolve
from "break-fix" to "preventive care" approach.
Services with 4600 employees in the implementation of the service strategy "Roadmap 2010" to evolve
from "break-fix" to "preventive care" approach.
09/2001
-
08/2004
Technical Manager
Saad Specialist Hospital
Member of the hospital's executive management team and directly reporting to the owner/CEO.
Responsible for the technical operation and processes of the Diagnostic Imaging Department, including
planning, policy and procedure development. Define and establish optimized workflow within the
department and the intradepartmental operations.
THE single point of contact for all Siemens related matters:
* Lead the HIS integration, workflow definition, and customization of PACS/RIS, Patient Monitoring
Network including Telemetry, and Dental digital imaging network to maximise clinical outcome.
* Perform application training; develop departmental procedures; lead and train four system
administrators; motivate employees to achieve peak productivity and performance.
Highlight: Set up the PACS/RIS system as the best performing and workflow supporting system in the
Middle East.
Responsible for the technical operation and processes of the Diagnostic Imaging Department, including
planning, policy and procedure development. Define and establish optimized workflow within the
department and the intradepartmental operations.
THE single point of contact for all Siemens related matters:
* Lead the HIS integration, workflow definition, and customization of PACS/RIS, Patient Monitoring
Network including Telemetry, and Dental digital imaging network to maximise clinical outcome.
* Perform application training; develop departmental procedures; lead and train four system
administrators; motivate employees to achieve peak productivity and performance.
Highlight: Set up the PACS/RIS system as the best performing and workflow supporting system in the
Middle East.
01/1998
-
08/2001
Project Manager
Siemens Medical Solutions
Largest project: "Saad Specialist Hospital" as a fully digitalized 500-bed tertiary care hospital - the first of
its kind in Saudi Arabia. Siemens as the sole vendor for all imaging modalities, PACS/RIS, patient monitoring
network, anaesthesia systems and patient ventilators. Contract value approx. US$ 30 million.
Highlight:
* Supported Saad company in planning and site preparation in such professional convincing manner that
Siemens became the sole vendor to Saad Specialist Hospital.
* The Saad project was the first profitable project since years for the local Siemens organization.
its kind in Saudi Arabia. Siemens as the sole vendor for all imaging modalities, PACS/RIS, patient monitoring
network, anaesthesia systems and patient ventilators. Contract value approx. US$ 30 million.
Highlight:
* Supported Saad company in planning and site preparation in such professional convincing manner that
Siemens became the sole vendor to Saad Specialist Hospital.
* The Saad project was the first profitable project since years for the local Siemens organization.
04/1994
-
12/1997
Service & Installation Manager, Technical Representative, Service Engineer
Siemens Medical Solutions
11/1991
-
03/1994
Service Engineer for Angiography Systems
Siemens AG
03/1982
-
07/1989
Electronics Technician for Automation Systems
Siemens AG
Reisebereitschaft
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