Associate Director Customer Service UK & Ireland

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 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 seeking an Associate Director Customer Service for our UK/Ireland subsidiary! The overall objective of this role is to contribute to developing customer satisfaction and loyalty by ensuring our customers are provided with a high level of service and trust in order to develop and reinforce the company's image.

What will your responsibilities be within bioMérieux?
 

This role will actively contribute to a profitable customer service, as well as the development of sales (equipment, reagents, services) in partnership with the sales and marketing teams.  The role will also ensure optimal organization, efficiency and development of the Customer Service teams and activities to achieve Service objectives.

This position reports directly to the Cluster VP UK/Ireland and has 3 direct managerial reports with approximately 35 team members.

Location: Basingstoke (hybrid work policy)

Main accountabilities include:

• Define the vision and strategy of UK customer service aligned with the corporate vision and guidelines of the company. Define and prepare customer service evolutions based on existing products and those under development.
• Lead, manage, motivate, develop and optimize human resources in order to perform the Customer Service activities : helpdesk, field, engineering administration and new services with the Managers, Service Engineers, Application Specialists, Connectivity Specialists and Engineering Service Administrators.
• Develop our collaborators (expertise / management / spirit) and structure the department to build a UK team spirit and a strong collaboration within the Cluster organization. Ensure smooth collaboration and interactions with other departments such as Sales, Marketing, Finance, Supply, Human Resources and Quality Assurance.
• Guarantee the commercial policy of Service. Support service contract renewal and support the sales department in the promotion of service contracts. Maintain accurate installed base records.
• Define and put in place Customer Service processes (business / field / helpdesk / workshop), in order to guarantee the quality of service to customers and the efficiency of the organization (lean and standardized).
• Define our subcontracting needs, negotiate and prepare contracts with the legal department.

Who are you?

• Master's Degree in Business or equivalent, with at least 5 years experience in leading and managing diverse teams
• A talented leader, you are visionary and able to take initiatives and embark teams alongside with you
• You are recognized as a team player and you enjoy working and leading teams in an international environment
• You have strong communication and pedagogical skills
• You demonstrate flexibility and agility in a constantly changing environment
• You are a structured and highly organized individual
• Experience with CRM/SAP and able to build basic reports and ad-hoc needs.

What do we offer?

We offer a competitive salary and benefits package, hybrid working policy along with the possibility to grow and develop within a world leading, international company with a purpose of serving public health!

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.