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Jobs or company...

Regional Customer Service Associated Director, ASPAC

Salary undisclosed
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Position location can be other countries/cities in ASPAC region

Summary

Organize and act as facilitator for our Customer Service Industrial Applications community across ASPAC.

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 2028 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 Leading the regional service operations excellence for Key indicators.

Key responsibilities

Team development & Performance Management

Build a high performing Customer Service operations team, ensuring excellence in term of customer satisfaction 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 a range specific Implementation team while contributing to foster 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 ASPAC Industry’s overall business objectives, while preserving customer relationships and public image

As member of the ASPAC 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 ASPAC market.

Work closely with Global Customer Service management team to provide relevant customer service inputs and ensures ASPAC threats & opportunities are well identified and addressed by the global team

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 expert’s unit on ranges under your responsibility

Drive the needed service processes for direct & indirect markets.

Requirements

  • 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.)
  • Well experienced in customer handling in IVD/Pharma / Food segment
  • Good CRM related tools experience
  • Strong leadership and influencing skills
  • Good communication and interpersonal skills in multi-cultural environment
  • Ability to work and travel internationally (Travel time ~ 30-40% or as per business need)
  • Fluent in English
  • Customer Centricity mindset