bioMérieux sa Hiring for Customer Service Director at Saint-Laurent, QC Full Time

Primary Purpose and Overall Objective of the Job:
The Customer Service Director (CSD) is responsible for the overall operation of the Customer Service Department including the achievement of revenue and operating cost objectives, providing motivational leadership and direction to a team composed of a total of +/- 20 people

This visionary leader seeks means of improving the bioMerieux service offer to optimize the customer experience with the BMX solutions. The CSD deliver on continuous improvement of operational methodology, ensuring ISO re-certification is obtained.

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