Regional Customer Service Director
il y a 2 semaines
A family-owned company, bioMérieux has grown to become **a world leader in the field of in vitro diagnostics**. For 60 years and across the world, we have imagined and developed **innovative diagnostics solutions** to **improve public health**. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.
We are looking four our Customer Service Director EMEA. Your role will be to organize and act as facilitator for our Customer Service Industrial Applications community across Europe-Middle East-Africa region (EMEA).
Beyond managing the Regional Expert team’s activities, key mission will be to partner with both local & Global Industrial Applications Customer Service teams to develop and implement a customer service strategy for the region and to contribute to our ambition revenues & profit-wise by:
- Enhancing customer satisfaction and loyalty towards bioMérieux solutions,
- Driving efficiency in the delivery of our services and
- Evolving customer service activities to play a crucial role in the region
**What will your responsibilities be at bioMérieux ?**
- Team development & Performance Management
- Build a high performing Customer Service operations team, by improving service processes, optimizing end-to-end service organizations and following main service KPIs
- Ensure a strong level of managed employee engagement
- Lead a range specific Implementation team
- Strategic Leadership & Collaboration
- Lead and manage all regional Customer Service procedures and activities to align with EMEA Industry’s overall business objectives
- As member of the EMEA Leadership team provides relevant Customer Service insight ensuring our service strategy is seamlessly integrated with the regional objectives
- Foster collaboration across all clusters, regions and functions to facilitate best practices adoption and execution
- Projects Management
- Ensure roll-out of key service projects and initiatives across the region,
- Ensures critical system, software updates and Field Actions are timely deployed in the field and accurate installed based information is maintained
- Compliance, training & expertise deployment
- Act as an escalation point to drive to resolution of complex situations with regional/local compliance & regulatory authorities for ranges under your responsibility
- Ensure knowledge acquisition & provide remote and on-site field expertise to local Service teams by acting as an experts unit on ranges under your responsibility
**Who are you ?**
- At least 8+ years management experience with solid technical service experience at regional or cluster of countries
- Technical degree (i.e., AS-biology, SE-engineering, IT-computer/networking, Service-education, etc.)
- Strong leadership and influencing skills
- Good communication and interpersonal skills in multi-cultural environment
- Ability to work and travel internationally.
- Fluent in English - French is a plus
- Location: Lyon area
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