Roles & responsibilities:

- The role is part of the Global MR Services and Solutions Delivery leadership team and will directly report into Global Services and Solutions Business Leader

- Define and implement strategic programs to deliver breakthrough improvements in customer satisfaction in the areas of customer escalations, first time right and first visit fix

- Lead the global teams in providing on time support for field customer escalations

- Build strategic work force and people development plan based on critical competencies required for the future of customer services

- Management of customer satisfaction related KPIs including daily management and problem solving to mitigate the gaps to targets

- Deliver knowledge build up programs for field technical teams to enable fast turnaround of customer escalations resolution

- Main contact for Market service organizations and Business MT for (highly) escalated customer issues including visiting customers if required to manage an escalation

- Hosting & execution of escalation meetings with key market service organizations

- Provide guidance to global service parts supply chain organization for back order management and prioritization of parts delivery

- Liason towards Service Innovation, Q&R, R&D, FCO and PQ&M team(s) for follow up on structural issues to drive product quality improvements

Skills Required:

- 15 years of experience, preferably in a international medical equipment organization

- Proven experience with leading Global team directly or indirectly

- Quality mindset with ability to promote Organisation's core values in front of customers

- Field/market experience is a plus specially within customer services

- Ability to interact with senior management or executive levels on matters concerning customer escalated issues (strong communicator & stakeholder management)

- Ability to work cohesively and effectively with employees at all levels / departments of the organizations (e.g. R&D, Operations, Marketing).

- Must have excellent interpersonal communication skills as well as being a coach/motivator

- Ability to convince people and steer/direct teams

- Structured, well organized & quick in overseeing the overall issue

- Willingness to travel as per business requirements

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.