Position Overview:
The POC Business Partner Manager for India plays a pivotal role in driving the sales performance and customer service excellence for the Point of Care (POC) product lines. In this dynamic and matrixed role, the manager will work closely with the Sales, Service Operations, and Customer Support teams to improve operational processes, ensure high-quality service delivery, and enhance the customer experience. The goal is to contribute directly to the business's strategic objectives, including revenue growth, customer satisfaction, and the optimization of service delivery operations across India.
Job Description:
Sales Management & Business Development
Develop and manage relationships with business partners (BPs) throughout India to ensure the successful implementation and delivery of POC services.
Identify and onboard new business partners to strengthen the service and support network, ensuring service excellence at an optimal cost and quality.
Collaborate with Sales and Service teams to identify and pursue new business opportunities, leveraging the BP network to maximize revenue and sales outcomes.
Ensure alignment with internal company initiatives and actively drive the implementation of these initiatives at the country level.
Service Delivery & Customer Satisfaction
In collaboration with the India Head of Service Operations, ensure smooth and successful implementation of all major POC projects, with a particular focus on customer satisfaction and high-quality service delivery.
Monitor and drive customer satisfaction by reviewing feedback and performance metrics, acting on deviations from expected targets in partnership with field support, business partners, and customers.
Work with the Customer Support (CS) field organization to continuously improve service delivery standards and identify opportunities for process optimization.
Collaborate with EDU and Training teams to develop and optimize training programs for business partners, ensuring employees receive certification and ongoing skill development.
Implement standardized processes for monitoring BP performance, conducting Monthly and Quarterly Business Reviews with both sales and service teams to drive continuous improvement.
Cross-Functional Collaboration & Strategy Execution
Act as a liaison between Sales and Service Operations teams, ensuring that sales and customer service strategies are aligned and executed efficiently.
Collaborate with global teams and HQ functions to ensure the integration of serviceability needs in new diagnostic product designs, driving innovation and operational efficiency in service delivery.
Contribute to product End-of-Life (EOL) and End-of-Support (EOS) phases, supporting the transition of products and ensuring service continuity for customers.
Data Analysis & Performance Improvement
Proactively review customer satisfaction reports and collaborate with cross-functional teams to resolve any issues, ensuring that any discrepancies are addressed to improve the customer experience.
Analyze service delivery data to identify key trends and areas for improvement, using these insights to drive productivity and service quality improvements in India.
Ensure alignment with the POC business strategy, identifying and implementing key initiatives that will add value to the business and its customers.
Required Knowledge/Skills, Education, and Experience:
Bachelor's degree in a related field; advanced degree or equivalent experience is a plus.
Demonstrated leadership abilities, with a proven track record in managing sales, customer service operations, and business partner relationships in a matrixed environment.
Experience in the medical/diagnostic equipment sector, with a strong understanding of clinical laboratory operations and workflows (pre- and post-analytical).
Strong data analytical skills for identifying performance trends and driving service quality improvements.
Exceptional interpersonal and communication skills, with the ability to influence and collaborate across regions, functions, and business partners without direct authority.
Experience in project management and a proven ability to coordinate and execute cross-functional initiatives that impact both sales and service delivery.
Preferred Knowledge/Skills, Education, and Experience:
Advanced experience in service/support processes, particularly in the context of diagnostic and medical equipment.
Proven experience in managing business partners to deliver optimal service quality and drive customer satisfaction.
Familiarity with Siemens Healthineers instruments and middleware, with a technical understanding of service and product requirements in the POC space.
Strong experience in Sales Performance Management and supporting the alignment of sales targets with service operations and customer support objectives.
What We Offer:
A dynamic, fast-paced work environment focused on growth, innovation, and customer satisfaction.
Opportunities to lead high-impact projects and collaborate with global teams to improve both sales and service delivery.
Competitive salary, benefits, and opportunities for career advancement within Siemens Healthineers.