Country Business Unit Head

**Job Title / Role: Country Business Unit Head - Customer Service**

**Organization: Lead Country South Africa**

**Location: Isando, South Africa**

**Reporting Manager: Country Operating Company Head - Digital Industries South Africa**

The Business

Siemens is a global powerhouse in diversified engineering providing products, systems and solutions across the Electrification, Automation and Digitalization value chain. The company has been in existence for over 175 years igniting a history of innovation and social development. As an integrated technology company, Siemens aims to play a constructive role in Africa ‘s success story.

Role Headline

Ensure market development, customer satisfaction and growth with achievement of annual sales targets while leading the building blocks for future customer service organization with effective change management

Primary responsibility includes P/L for customer services business unit (Ensure operational efficiency and market share growth in classic services) and transforming customer services into future oriented Digital Enterprise Services (high growth areas)

Responsibilities of the Role
- **P/L responsible** for Services for the manufacturing and process industries, providing industrial customers with an enhanced experience and guiding them on their digital transformation
- **Digital transformation leader** driving the Siemens Digital enterprise strategy with technical and delivery ecosystem ranging from classic services to digital service models such as consulting, digitally integrated system implementation and IoT based optimization services.
- **Regional Strategy**: Develop and implement 5-year Customer Service Strategy - classic services to digital services portfolios
- Market leadership: Identify market requirements and portfolio gaps if any; develop technical standards for new service portfolios
- Operational management: Evaluate and reinvent current sales and delivery setup for gradual shift in approach
- People leadership: Define competency matrix and KPIs towards a mix of classic and digital services
- Process Excellence: Synchronize current process to break silos and establish process integrity and automation for consistent customer experience
- Service Culture: Establish common service framework for next gen leadership and ownership culture. Make service business as an attraction for talent growth and retention.
- **Principle collaborator to Business Units** by formulating joint Tech and CS strategies.
- Build trust and collaboration streams within each country to ensure consistent customer experience and install base support
- Invest in joint marketing campaigns and regional development campaigns for a comprehensive push/pull strategy
- **Sales and Business Development**: Drive service sales and market development
- Drive account strategies with sales heads building strategic partnerships with customers
- Implement Customer value plans based on cost of service vis-à-vis value of customer sales
- Implement pricing strategy and incentive framework in alignment with HQ and regional requirements
- Create customer intimacy with by driving service agenda of translating customer requirements to business value add
- **Service delivery transformation** by enhancing service delivery capabilities using various tools and processes. Continuously improve productivity while ensuring higher customer satisfaction.
- Engage customer delivery models from reactive to proactive service by identifying customer challenges and developing recommendations/solutions to deliver benefit expectations
- Structure delivery services as per cost optimization vs benefit matrix to facilitate customer investment plan
- Create customer engagement interface to deliver a standard customer experience
- Develop service delivery workforce with new skillsets in order to execute current and future service offerings
- **Partner Management and Partner Development**:
Develop/ implement partner management program specific to customer services requirements to ensure optimized coverage and enhance customer experience
- **Personnel Development responsibility**

Develop customer service talent pool

Qualifications and Experience
- More than 10 years of work experience with at least a Masters in business or engineering
- Excellent communication skills with demonstrated experienced as a digital thought leader
- Previous experience with working in a regional setup and liaison with HQ
- Previous exposure to foreign cultures covering countries in Africa. Experience with different business and communication styles.
- Knowledge about project or service business line
- Demonstrated history of organizational transformation and Startup mentality

Attributes and skills
- Domain understanding of discrete manufacturing industries (e.g. Automotive.), Hybrid

industries (e.g. Food and Beverage) and Process Industries (MIneral, Pharma etc.)
- Business development/sales experience within Industrial Automation, Product