Leadership Role - Global Customer Satisfaction - Medical Devices

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