Senior Manager, Global Customer Service - ImmunoAssays Franchise

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 46 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 for a Senior Manager, Global Customer Service to lead a team of customer support experts (Application Specialists) within our Global Customer Service organization, reporting to the VP, GCS ImmunoAssays, supervising a team of 9 co-workers, covering the product range of ImmunoAssays reagents.

In this highly visible leadership role, you will drive team performance, operational excellence and customer satisfaction while partnering with stakeholders across the company to ensure outstanding support throughout the product lifecycle.

This position offers a unique opportunity to shape the future of customer service, influence cross-functional decisions and develop a high-performing team in a global environment.

What will be your mission ?

• Lead, coach and develop a team of Application Specialists, creating an environment where people can perform, grow and succeed
• Drive customer service excellence for our customers through performance management, talent development and continuous improvement initiatives
• Ensure policies, practices and procedures are understood, followed and enhanced
• Ensure effective support, coaching and serviceability throughout the entire product lifecycle, from product launch to obsolescence, partnering with global, regional and local stakeholders
• Lead cross-functional projects and act as a strong advocate for customer needs and customers voice across the organization
• Use operational metrics and customer insights to identify opportunities, solve complex service challenges to support and improve business performance

Who are you ?

• Leadership profile
• Passionate about people leadership, mentoring and talent development
• Proven ability to inspire, engage and build high-performing multi-cultural teams
• Customer-focused mindset combined with business acumen and strategic thinking
• Collaborative, solution-oriented, resilient and results-driven leader
• Strong influencing and stakeholder management skills in a global, matrix environment with oral and written communications (ability to communicate technical data)

• Experience and Expertise
• Minimum Bachelor's degree required in biological sciences
• 6+ years of related experience in relevant laboratory in ImmunoAssays, Molecular Biology, Microbiology, and/or industry experience and/or customer service experience in Global or Regional functions (in technical support environments or laboratory)
• Experience in people management role, developing teams and driving operational performance and improvements
• Experience in change and project management
• Skilled in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel, Salesforce knowledge

• Domestic travel required: 10-20% of time.
• International travel required: 10% of time.
• Total travel required: 10-15% of time.

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.