Customer Service Associate Director-ASPAC

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

1. Team development & Performance Management
   1. 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
   2. Ensure a strong level of managed employee engagement while building a strong talent pipeline by recruiting, developing and retaining talents
   3. Lead a range specific Implementation team while contributing to foster Implementation team community for the benefit of all regions
       
2. Strategic Leadership & Collaboration
   1. 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
   2. 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
   3. Foster collaboration across all clusters, regions and functions, developing a Customer Service network to facilitate best practices adoption and execution
   4. Address immediate customer needs but also anticipates future demands and trends in the ASPAC market.
   5. 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

3. Projects Management         
   1. Ensure roll-out of key service projects and initiatives across the region,
   2. Ensures critical system, software updates and Field Actions are timely deployed in the field and accurate installed based information is maintained

4. Compliance, training & expertise deployment
   1. Act as an escalation point to drive to resolution of complex situations with regional/local compliance & regulatory authorities for ranges under your responsibility
   2. 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
5. Drive the needed service processes for direct & indirect markets

Skills and Qualifications:

1.  Well experienced in customer handling in IVD/Pharma / Food segment
2. Good CRM related tools experience,
3. Strong leadership and influencing skills,
4. Good communication and interpersonal skills in multi-cultural environment,
5. Ability to work and travel internationally (Travel time ~ 30-40% or as per business need)
6. Customer Centricity mindset

Language

1. Fluent in English