Jobs in life sciences

Customer support manager

Ref. CSM
Function: You develop, implement and own the customer support business strategy, aligned with the company’s objectives.
Location: Flanders region (Antwerp/Brussels)

The company:

The company is an innovative commercial stage molecular diagnostics (MDx) company providing next generation diagnostic solutions aimed at improving clinical practice for the benefit of patients, clinicians, payers and industry. The Company’s proprietary platform is a fully automated, real time system which offers accurate, highly-reliable molecular information from any biological sample in virtually any setting. It addresses the growing demand for personalized medicine by allowing fast and effective treatment selection and treatment progress monitoring.

The company is developing and marketing a rapidly expanding test menu addressing key unmet clinical needs in oncology and infectious diseases. These areas represent respectively the fastest and largest growing segments of the US$5 billion MDx market which is expected to grow to approximately US$8 billion in 2018.

Job description:

  • Develop, implement and own the customer support business strategy, aligned with the company’s objectives.
  • In collaboration with product management and the regional sales managers, develop, implement and own customer service programs and offerings.
  • Lead initiative and implement strategies to ensure the delivery of a quality and superior customer experience.
  • Manage the day-to-day activities relating to customer support back-office, technical support and field service, including contracted field service activities that are performed by external field service providers.
  • Investigate customer complaints of both technical and order related nature, and take necessary actions resulting in timely issue resolution and customer satisfaction.
  • Establish and monitor Key Performance Indicators and implement plans to continuously improve customer satisfaction and meet departmental objectives.
  • Oversee the field-based instrument service for complex electro-mechanical medical equipment.
  • Implement, use and improve CRM/ERP systems, processes and operational policies that contribute to efficient & effective customer support performance.
  • Process owner of key customer support related business processes.
  • Engage with multiple (cross-functional) stakeholders to ensure that technical service and support to customer expectations are exceeded.
  • Regularly seek feedback from customers and use this information as input to continuous improvement of customer service.
  • Create, develop, and follow comprehensive technical service and support policies and Standard Operating Procedures, to address incoming customer inquiries and/or complaints.
  • Work directly with Operations, Supply chain, Finance and Sales & Marketing to ensure inventory, logistics, and systems capabilities are communicated and deliverable to meet customer requirements.
  • Ensure team understanding and compliance with policies and procedures.
  • Perform duties in compliance with applicable company quality & compliance policies, regulatory requirements and applicable legislation as well as standards including, but not limited to, ISO standards.
  • Grow a customer centric service team. Manage and coach staff in line with the company culture and policies. Implement the appropriate organization to execute the principle responsibilities.
  • Develop teams and individuals within the scope of the role.

Requested competences and skills:

  • Bachelor’s or master’s degree in a technical discipline or equivalent throughout experience;
  • +5 years of experience in an international technical service and support leadership role;
  • Experience within an international medical devices or in-vitro diagnostics equipment organization of analytical processes, process measuring industries, chemical technical, engineering;
  • Proven track record in managing a (technical support) team;
  • Experience in working in a regulated environment is preferred;
  • In Vitro Diagnostics/Med-tech experience preferred;
  • Experience in field service deployment is an asset;
  • Customer-centricity and business acumen; champions excellent service through high quality and customer focused solutions and build partnerships;
  • Result driven: sets challenging goals for self and team, monitors results and watches over effectiveness and efficiency;
  • Continuous improvement mindset; supports and promotes new ideas and innovation, reducing risk and resistance;
  • Cross-functional teamwork; team player, promotes teamwork, stimulates cross-functional collaboration and resolves conflicts;
  • Ability to guide, coach and mentoring team;
  • Quality mindset; sets high standards for quality for self and team, reviews and ensures the delivery of high-quality results;
  • Accountability; complies with and carries out the company’s values, policies, procedures & (external) regulations;
  • Communicating & influencing; self-confident speaker, with well-developed presentation skills, active listener with ability to communicate with persuasion;
  • Excellent planning and organizing skills;
  • Adaptability to change;
  • Resilience; able to work under pressure and have a flexible approach;
  • Good interpersonal skills and cultural understanding. Global mindset;
  • Ability to drive change and influence individuals at all levels of the organization;
  • Language skills: English written, verbal and presentation skills at high level are a must.  Other European languages are an asset;
  • PC skills: Applied experience with Microsoft office (word, excel, PowerPoint, Visio); MS Outlook; Applied experience with an ERP and/or CRM system is required.