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Customer Service Director

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Location: St Laurent, Canada
Position Type: Unfixed Term
Job Function: Customer Service

Primary Purpose and Overall Objective of the Job:

The Customer Service Director (CSD) is responsible for the overall operation of the Customer Service Department including the achievement of revenue and operating cost objectives, providing motivational leadership and direction to a team composed of a total of +/- 20 people
This visionary leader seeks means of improving the bioMerieux service offer to optimize the customer experience with the BMX solutions. The CSD deliver on continuous improvement of operational methodology, ensuring ISO re-certification is obtained.


Main Accountabilities:  

  • The Customer Service Director is responsible with assisting Sales in business development and customer visits when required to present our service or to overcome challenges related to service performance
  • Resources deployment – The CSD must ensure that ‘proper’ resources are available and trained to support all customers
  • Leadership – The CSD must lead Customer Service Team to create higher performance aspirations for themselves through recognition and development. The performance is evaluated on a regular basis and recommendations are communicated
  • Continually Improve – The CSD must continually search for new ways to improve Customer  Support operations and the quality we offer our customers. The CSD assists in the implementation and the continual re-certification of the ISO Quality System and , evaluates specific technical, mechanical and customer/instrument related concerns and makes recommendations for improvements
  • Assist Sales – The CSD is required to assist Sales in business development by contributing to the  Sales process. This may include assistance with tenders, quotations or customer meetings/presentations.  In addition, during emergency troubleshooting /repair situations, Sales are contacted for potential upgrade sales
  • The CSD in collaboration its Managers review all technical documentation and product releases to determine the appropriate actions that should be taken in Customer Service to successfully launch new products
  • Generate Revenue – The CSD seeks ways to meet service and profit targets
  • Team Management – The CSD monitors expenses, resource development, meeting corporate requirements, performance management, providing Key Process Indicators each month and creating Objectives for the team with the General Manager
  • Collaboration - Organizing and participating in  monthly Trending meetings and Product Recall meetings. Active and engaging collaboration with the Sales and Marketing teams


Typical Studies-Experience, Skills and Qualifications:

  1. Studies-Experience:
  • A university degree or college diploma with a minimum of 5 years of field service team management.
  • Knowledge of Canadian Health Care systems and laboratory
  • Broad knowledge of the principles and practical experience in personnel development and leadership.
    1. Skills and Qualifications:
  • Excellent Communication skills (fluent in French and English)
  • Customer oriented (Internal and External)
  • Negotiation/sales skills
  • Teamwork oriented
  • Meticulous and well-organized
  • Strong Analytical skills
  • Strong time management skills
  • Must be willing to travel
  • Bilingual, French and English, written and spoken


Scope and Resources Accountability, Typical Performance Indicators:

  • Scope and Resources Accountability: National role, management of 4 teams: Service contracts, Hotline, Field application specialists & Field service engineers
  • Financial Indicators (revenue, budget, etc.): Budget OPEX, Sales Revenues
  • Key Performance Indicators (KPIs): Customer satisfaction, business ratios, efficiency, profitability, CRM
  • Key Contacts (internal/external) and Interfaces: Sales, Marketing, regional and global customer service support, customers


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