Customer Services Manager - Clinical Laboratory / in vitro diagnostic device (IVD) - EE
Ellahi Consulting
Midrand, South Africa
1d ago
source : undefined

Customer Services Manager Clinical Laboratory / in vitro diagnostic device ( IVD )

The employer is a world leader in the field of in vitro diagnostics for more than 50 years and present in more than 150 countries through 42 subsidiaries and a large network of distributors, providing diagnostic solutions (reagents, instruments, software) which determine the source of disease and contamination to improve patient health and ensure consumer safety.

Its products are used for diagnosing infectious diseases and providing high medical value results for cancer screening and monitoring acute medical conditions like kidney injury and cardiovascular emergencies.

Primary Purpose and Overall Objective of the Job :

To ensure superior customer care and support through the effective management of the Customer Support team ensuring timely and efficient service delivery for South Africa and Countries of responsibility.

Typical Studies-Experience, Skills and Qualifications :

  • Studies-Experience :
  • Bachelor’s Degree / Diploma in technical or medical field or similar, with Clinical laboratory experience
  • At least 10 Years’ experience in the customer service field, preferably in IVD industry.
  • At least 5 years’ experience in managerial position
  • Skills and Qualifications :

  • Be hands on; lead by example
  • Strong implementation skills
  • Proficient in MS Office, SAP and CRM (SalesForce)
  • Ability to develop strong interpersonal and communication skills, both written and oral, internally within the organization and with customers (from lab to C-Suite level);
  • have proven customer credibility

  • Collaboration across business units through business partnering.
  • Ability to problem solve and make decisions
  • Ability to motivate and lead a team; Demonstrate leadership in engagement, retention and talent development.
  • Agile in changing environment, being active in proposing adjustments of processes, tools, organizations and policies
  • Scope and Resources Accountability, Typical Performance Indicators :

  • Scope and Resources Accountability : Manage all application and field service engineers for the territory. Trainings, installations & field travels according to objectives
  • Financial Indicators (revenue, budget, etc.) : Management of financials within the Customer Service.
  • Key Performance Indicators (KPIs) : Budget A / B Service Revenues, Delivery & Implementation time, Quality of training, Troubleshooting speed
  • Key Contacts (internal / external) and Interfaces : All necessary internal & external contacts needed to resolve customer questions or complaints
  • Main Accountabilities :

  • To create and implement a long range (3 year) vision and plan for the customer service department, in line with the employers Corporate Vision & Strategy.
  • To create and implement the annual service plan with strategies to achieve the annual service revenue budget and control OPEX budget.
  • To manage the field service and application teams to provide rapid technical support to labs. Third Party Contractor management.
  • Hotline management; Scheduling staff for hotline and afterhours (standby)
  • Coordinating all customer service activities via CRM / SalesForce
  • Ensuring PM’s are done on time
  • Tracking relevant Customer Service KPI’s with action plans where targets are not met; Preparing monthly business reviews for GM
  • Preparing Proposals, quotes and customer Service proposals / Agreements
  • Install Base accuracy.
  • Accountability of the Service P&L
  • Supporting the launch, implementation and integration of products and services
  • Ensuring structured and objective customer training; ensure team are well trained.
  • Improving the efficiency of the customer service department; Quality & Process improvement - Identifying new & more effective ways to ensure customer service delivery.
  • Tracking customer complaints and managing customer relations
  • Manage the Training Centre
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