Regional Customer Service Director – Industrial Applications- EMEA – All genders

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bioMérieux S.A.

Regional Customer Service Director – Industrial Applications- EMEA – All genders

Organize and act as facilitator for the Industry Customer Service community across EMEA. 

Beyond managing the Regional Expert team’s activities, while not directly overseeing local customer interactions, key mission will be to partner with both local & Global Industry Customer Service teams to develop and implement a customer service strategy for the region and to contribute to InPulse 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 commercial model

What will your responsibilities be within bioMérieux?

• Team development & Performance Management
• Build a high performing Customer Service operations team, ensuring excellence in term of customer satisfaction and profitability by improving service processes, optimizing end-to-end service organizations and following relevant main service KPIs
• Ensure a strong level of managed employee engagement while building a strong talent pipeline by recruiting, developing and retaining talents
• Lead the 3P Implementation French based team while contributing to foster the 3P Implementation team community for the benefit of all regions
• Strategic Leadership & Collaboration
• Lead and manage all regional Customer Service procedures and activities at regional level to align with EMEA Industry’s overall business objectives, while preserving customer relationships and public image
• As member of the EMEA Leadership team provides relevant Customer Service insight into long-term activities ensuring our service strategy is seamlessly integrated and align with the overall regional objectives
• Foster collaboration across all clusters, regions and functions, developing a Customer Service network to facilitate best practices adoption and execution
• Address immediate customer needs but also anticipates future demands and trends in the EMEA market.
• Projects Management
• Ensure roll-out of key service projects and initiatives across the region, e.g. Training center strategy, SIM deployment, qualification/validation strategy & pricing, Service performance reviews, Customers satisfaction surveys…
• Ensures critical system, software updates and Field Actions are timely deployed in the field and accurate IB 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 (3P, XPRO Gene-up, IT to start with)
• Ensure knowledge acquisition of local Service teams by acting as an experts unit on 3P, XPRO Gene-up, IT
• Provide remote and on-site field expertise to the local teams, including selective customer visits for above ranges

Who are you?

• At least 8+ years management experience with solid technical service experience at regional or cluster of countries
• Customer Centricity mindset
• Strong leadership and influencing skills
• Good communication and interpersonal skills in multi-cultural environment
• Problem solving mindset and decision making ability / agility
• Strong Customer Service Operations, Service business and Service processes knowledge
• Salesforce CRM Service knowledge or equivalent is a must
• Business mindset (P&L Management) and project management skills
• Ability to work and travel internationally.
• Technical degree (i.e., AS-biology, SE-engineering, IT-computer/networking, Service-education, etc.)
• Fluent in English – French is a plus

Location: in Europe

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment

Our internal mobility policy offers numerous opportunities for each of our 13 000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions – both scientific and non-scientific – offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.

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