Key Account Leader - Customer Service Support

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Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.

Job Purpose 

The Key Account Leader is responsible for troubleshooting, repairing, maintaining, and improving the performance and availability of LINAC systems and associated supporting equipment. The role requires strong technical expertise, independent problem-solving, and end-to-end ownership to ensure safe and timely equipment restoration, minimize downtime, achieve service KPIs, and deliver high customer satisfaction in accordance with Siemens Healthineers service procedures, quality standards, and applicable safety and regulatory requirements. 

Key Responsibilities 

• Independently troubleshoot, diagnose, and repair complex electrical, electronic, mechanical, and system-level failures in LINAC and associated radiotherapy equipment. 

• Perform Periodic and proactive maintenance, installations, upgrades, and system performance checks in accordance with approved Siemens Healthineers procedures. 

• Analyze system logs, fault codes, diagnostic data, and technical documentation to identify root causes and implement effective solutions. 

• Manage critical equipment breakdowns, prioritize service requests based on clinical urgency, and coordinate with technical support and cross-functional teams for timely resolution. 

• Drive key service KPIs, including First Visit Fix Rate (FVFR), Mean Time to Repair (MTTR), equipment uptime, and preventive maintenance completion. 

• Minimize repeat failures through effective root cause analysis, corrective actions, and proactive maintenance. 

• Build strong customer relationships through timely communication, professional service delivery, and effective management of customer expectations. 

• Ensure compliance with company procedures, radiation and electrical safety requirements, quality standards, and applicable regulatory guidelines. 

• Coordinate spare-parts requirements with logistics and planning teams to minimize equipment downtime and ensure effective resource utilization. 

• Maintain accurate service reports, equipment history, and other required documentation in designated service systems. 

• Provide technical guidance to junior engineers and contribute to knowledge sharing, technical training, and continuous service improvement. 

Qualifications and Experience 

• Bachelor’s degree inElectronics, Electronics and Instrumentation, Biomedical, Electrical ,Instrumentation, or a related engineering discipline. 

• Typically, 8+ years of relevant field service experience, preferably in LINAC or radiotherapy equipment servicing. 

• Proven expertise in complex troubleshooting, equipment repair, root cause analysis, and independent breakdown resolution. 

• Strong understanding of electrical, electronic, mechanical, and control systems, system diagnostics, and technical documentation. 

• Experience in customer-facing service delivery, preventive maintenance, and service KPI management. 

• Willingness to travel within the assigned territory and provide critical breakdown support outside regular working hours when required. 

Key Competencies 

• Advanced technical troubleshooting and problem-solving. 

• Customer focus and service operational excellence. 

• Ownership, accountability, and sense of urgency. 

• Analytical thinking and root cause analysis. 

• Effective communication and stakeholder management. 

• Teamwork, collaboration, and technical mentoring. 

• Commitment to safety, quality, and compliance. 

• Continuous learning and process improvement.  

Who we are: 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.

How we work: 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.

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