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

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Location: CRAPONNE, France
Position Type: Unfixed Term
Job Function: Customer Service

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

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.

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