Senior Manager, Global Customer Service

Responsible for leading a team of individual contributors of Applications, Software or Engineer Specialists who provide problem resolution to subsidiaries and distributors and promote technical voice of customers during product development and life cycle management.

This role involves providing team leadership, mentoring, and structure of organization ensuring efficient workflows, high service quality, sustainability, and customer satisfaction.
You will assess team performance, provide constructive feedback, and identify individual and collective development plans and needs to foster continuous improvement and service operations excellence. Additionally, you will manage resources efficiently, benchmark and implement innovative solutions that enhance process effectiveness, team performance and cross collaboration with business partners.

You will work with department and Franchise leadership to provide world-class customer support, design and implement process changes and improvements, and remove barriers to productivity. You directly contribute to bioMérieux business development by leading operational initiatives related to customer satisfaction, sales and service increase, and cost optimization.
You are responsible for ensuring end-to-end product ownership; guarantee serviceability throughout the entire product lifecycle—from successful launches to effective obsolescence management.

Primary Duties

Team Management

• Manage a team of Clinical Application Specialists, System Engineers, Software Engineers and/or IT Specialists.
• Provide performance feedback to direct reports through one-on-one sessions.
• Manage professional development and coach direct reports in alignment with department leadership.
• Ensure team members' development plan meets department standards and work with senior team members to assess the quality of the training programs, processes and tools.
• Ensure policies, practices and procedures are understood and followed by direct reports.

Operational Improvements

• Responsible for end-to-end product ownership and serviceability of products throughout the entire product lifecycle, including product development, go-to-market and go-out-of-market.
• Responsible for department deliverables that have a direct impact on department operations.
• Responsible of routine operations within Global Customer Service Center, including staffing, tools and processes.
• Monitor complaint handling data, key performance indicators (KPI), and agent productivity through quality monitoring evaluations. Escalate concerns to department leadership for action.
• Collaborate with internal teams to develop and maintain reports, dashboards and processes to drive continual improvements having a direct impact on the department's operations.
• Identify needed improvements in current technical support processes and update SOPs accordingly to improve department operations.
• Propose and potentially drive solutions for complex situations with direct impact on operational, financial, human and customer aspects, considering internal and external environment constraints.

Cross Departmental Influence

• Lead and monitor interdepartmental projects as needed, and promote customer voice in company projects.
• Frequently influence and resolve conflicting objectives with other departments: provide expert technical knowledge and collaborate with internal support teams to resolve difficult/complex situations.
• Be Customer Service Advocate: promote customer service voice in company projects.
• Field Action Process: Contribute to the field action process, as needed.
• Expense control: Work with department leadership to control operating expenses within established budgets and company expectations.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• Bachelor degree required in biological sciences, or other related field required.
• 6+ years of related experience including demonstrated ability to lead others in relevant laboratory and/or industry experience and/or customer service experience in Global or Regional functions.
  • Laboratory experience in Molecular Biology, Microbiology and/or Immunology.

Preferred Education, Training and Experience

• Working knowledge of Technical Support Center operations preferred.
• Leadership, project management, and change management experience preferred.
• Previous project management experience and/or contributing to process enhancement projects preferred.

Knowledge, Skills, and Abilities

• Consist