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EMEA Manager (m/w) f Munich Germany,  

Posted on : 12 June 2017

Project Description

Tracking Code 10760-446 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 Bio-Rad 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 Job Location Muenchen, Bayern, Germany Department 2040 CDG Tech Supp.(20404) Position Type Full-Time/Regular


Muenchen Bayern Germany

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