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EMEA Manager (m/w) f Munich Germany,  

Bio-Rad (company)

Posted on : 12 June 2017

Project Description

Job Description       
  • Ensure that Technical Support policies, procedures and values are applied and followed in each customer segment tech support operations and aligned to CTS EMEA, in a harmonised and consistent way. 
  • Ensure that the CTS Segment team adheres to any regulatory and compliance requirements in harmonized way logging cases as appropriate in our data base S-Max. Provide reports on call rates, system performance, open & close cases. 
  • Ensure that the Segment team provides internal and external customers with excellent technical support for our products with regards to technical and application issues 
  • Improve the CTS Segment delivery quality with respect to the defined KPIs. 
  • Create a culture of continuous improvement and focus on service excellence. 
  • Ensure that the CTS Segment team is well trained, set up a regular knowledge assessments to establish their baseline and develop programs for knowledge sharing and development skills of the team to drive better efficiency and customer satisfaction. Develop a high performing team. 
  • Drive use of Service Max, and identify and develop further tools, in order to make the team better equipped to respond to customer needs. 
  • Identify good performance and/or improvement opportunities. Talent development and coaching 
  • Work closely with the divisions related to the Segment and ensure cases are escalated and dealt with to find suitable and timely answers to customers  issues. 
  • Ensure high level of communication with all departments as Sales, Service, Customer Service, Division etc. 
  • Day to day management activities. Yearly & mid-year performance review.         

Required Skills     
  • Scientific degree from the bioscience field / Immunohematology knowledge 
  • Head up and lead a team of CTS multicultural staff. 
  • Identify, motivate and develop CTS staff skills and abilities as related to the function. 
  • Strong communication skills with all levels across the organization. 
  • Able to present concise reports in line with the KPI. 
  • Excellent English language skills 
  • Other key languages like German, French, Spanish would be an asset 
  • Good understanding of CRM tools desirable. 
  • Customer service experience, laboratory experience and experience with our company  or similar products 
  • Supervisory/Team Leader experience, or supporting and mentoring team members across different cultures 
  • Working in a high pressure environment due to alert status and situation. 
  • Working in partnership with other CTS Segment Manager, Sales, Service, Divisions, Customer service       


Muenchen Bayern Germany

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