Customer Service Associate Director-ASPAC
Location: New Delhi, India
Job Function: Customer Service
Experience: At least 8+ years management experience with solid technical service experience at regional or cluster of countries Location: ASPAC / India |
Primary Purpose and Overall Objective of the Job: 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. Job Description - 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
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Skills and Qualifications: - 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)
- Customer Centricity mindset
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Language - Fluent in English
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