Customer Service Team Manager

**Customer Service Team Manager - On-Site in Paris, France**:
Are you ready to lead a high-performing team in a dynamic laboratory services environment and make a tangible impact on customer satisfaction?

We are seeking a **Customer Service Team Manager** to oversee a dedicated team delivering comprehensive laboratory equipment support to a major pharmaceutical client in Paris.
This is your opportunity to manage the end-to-end delivery of technical services, act as the primary point of contact for both teams and clients, and drive excellence in service quality, operational efficiency, and client relationships.

**Why this role matters**:
Our client offers a specialized laboratory services program designed to support scientific teams by providing expert maintenance, technical support, and operational excellence for their laboratory equipment. As the Customer Service Team Manager, you will be at the heart of this operation, ensuring that services are delivered on time, within budget, and to the highest quality standards. You will also act as a trusted advisor, helping clients optimize their laboratory operations and promoting continuous improvement.

**What you'll do**:

- Lead and mentor a team of Service Technicians/Engineers, a Service Provider Manager, and a QHSE Manager, ensuring operational excellence and team engagement.
- Be the key interface between the technical teams and the client, organizing regular meetings and communicating progress and updates effectively.
- Guarantee the quality and timeliness of all on-site service interventions, including preventive and corrective maintenance, fault management, and technical support.
- Oversee inventories, manage parts stock, and ensure accurate recording of services in internal and client systems.
- Analyze performance metrics, identify deviations, and implement action plans to improve service delivery.
- Collaborate with internal stakeholders, including purchasing, project, and data management teams, to optimize operations and service delivery.
- Drive client satisfaction by promoting the laboratory services program and offering solutions for new equipment, consumables, training, or additional services.
- Support the commercial growth of services by contributing to proposals, renewals, and upselling of value-added services.

**Who you are**:

- You hold a Bac+5 degree in Science (Chemistry, Biology, Physics, Electronics) or equivalent experience.
- You have strong technical knowledge of laboratory equipment such as HPLC/GC systems, centrifuges, dissolution apparatus, and temperature/humidity measurement devices.
- You bring a minimum of 3 years' management experience, ideally in technical service or laboratory environments.
- You have excellent customer relationship skills and can prioritize tasks, react to challenges, and organize complex operations with ease.
- You are fluent in English and French (spoken and written) and have intermediate proficiency with MS Office.

**Why you'll love this role**:

- Work on-site at a major pharmaceutical client, giving you direct impact and visibility.
- Lead a talented team in a highly technical and dynamic environment.
- Influence and shape operational excellence and client satisfaction strategies.
- Be part of a collaborative culture that values continuous improvement and professional growth.

If you are a proactive, organized, and client-focused leader ready to take ownership of a critical laboratory services operation in Paris, this is the role for you.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.