Location: Tokyo, Japan
Position Type: Fixed-Term
Job Function: Customer Service
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