Main Accountabilities:
The Customer Service Director is responsible with assisting Sales in business development and customer visits when required to present our service or to overcome challenges related to service performance
Resources deployment – The CSD must ensure that ‘proper’ resources are available and trained to support all customers
Leadership – The CSD must lead Customer Service Team to create higher performance aspirations for themselves through recognition and development. The performance is evaluated on a regular basis and recommendations are communicated
Continually Improve – The CSD must continually search for new ways to improve Customer Support operations and the quality we offer our customers. The CSD assists in the implementation and the continual re-certification of the ISO Quality System and , evaluates specific technical, mechanical and customer/instrument related concerns and makes recommendations for improvements
Assist Sales – The CSD is required to assist Sales in business development by contributing to the Sales process. This may include assistance with tenders, quotations or customer meetings/presentations. In addition, during emergency troubleshooting /repair situations, Sales are contacted for potential upgrade sales
The CSD in collaboration its Managers review all technical documentation and product releases to determine the appropriate actions that should be taken in Customer Service to successfully launch new products
Generate Revenue – The CSD seeks ways to meet service and profit targets
Team Management – The CSD monitors expenses, resource development, meeting corporate requirements, performance management, providing Key Process Indicators each month and creating Objectives for the team with the General Manager
Collaboration – Organizing and participating in monthly Trending meetings and Product Recall meetings. Active and engaging collaboration with the Sales and Marketing teams
Typical Studies-Experience, Skills and Qualifications:
Studies-Experience:
A university degree or college diploma with a minimum of 5 years of field service team management.
Knowledge of Canadian Health Care systems and laboratory
Broad knowledge of the principles and practical experience in personnel development and leadership.
Skills and Qualifications:
Excellent Communication skills (fluent in French and English)
Customer oriented (Internal and External)
Negotiation/sales skills
Teamwork oriented
Meticulous and well-organized
Strong Analytical skills
Strong time management skills
Must be willing to travel
Bilingual, French and English, written and spoken
Scope and Resources Accountability, Typical Performance Indicators:
Scope and Resources Accountability: National role, management of 4 teams: Service contracts, Hotline, Field application specialists & Field service engineers
Financial Indicators (revenue, budget, etc.): Budget OPEX, Sales Revenues
Key Performance Indicators (KPIs): Customer satisfaction, business ratios, efficiency, profitability, CRM
Key Contacts (internal/external) and Interfaces: Sales, Marketing, regional and global customer service support, customers
Must be fluent in English but Spanish and French are always an added bonus. Call centre experience is an asset...
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