Customer Service Director, ASPAC Industry

1.   Primary Purpose and Overall Objective of the Job:

Lead Customer service across the region/country , partner with local and global customer service organizations to develop and implement a strategy, enhance the Customer satisfaction and loyalty to bioMérieux solutions, with continuous focus on driving the quality improvement of service delivery, to transform service activities into a business contributing to sales and profit to the region /country P&L.

2    Main Accountabilities: 
•    Leads and manages CS teams, activities at region/local level to meet business objectives 
•    Continuous drive of customer satisfaction , the increased efficiency of the organization ensuring a strong level of employee engagement at all level of his (her) organization
•    Foster collaboration across countries and functions, develop Customer Service network
•    Develops & implements CS processes & tools according to the perimeter of the organization
•    Proactively drives resources planning and budget requirement
•    As part of the regional/local  leadership team, ensure relevant CS insights and that service strategy is fully integrated and consistent in/with regional and global goals
•    Act as escalation point to drive to resolution complex situations with regional/local compliance & regulatory authorities 
•    Develop a solid talent pipeline by recruiting, developing and retaining talents

3    Typical Studies-Experience, Skills and Qualifications:
3.1    Studies & Qualifications
-    Master in business and strong scientific background 
-    Proven experience in customer service with international companies with minimum 8 years management experience in a region or cluster of countries 
-    Medical device industry or IVD experience preferred
3.2    Skills & Qualifications
-    Experience interacting with multiple levels of cross functional management required
-    Business mindset (P&L management ) and strategic vision 
-    Excellent Communication & interpersonal skills in multi-cultural environment
-    Leadership & influencing skills