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Regional Customer Support Manager
hace 3 meses
(OIB)
Tipo de empleo:
Empleo fijo
Función:
Corporate Support
Lugar:
Barcelona
Número de puesto:
Contacto:
Oscar Mejias
Sitio web:
With around 225 employees, Olympus Iberia is one of the largest subsidiaries in Europe.
Tus responsabilidades
This post is accountable for the leadership of a Regional Customer Support team.
As a confident and visible operational leader, you will achieve success to deliver on our ambitions for excellence, with motivation, enthusiasm, and resilience.
Through performance management, you will train, coach, and be an inspirational mentor of Team Leaders and Employees to ensure the deliverance of our objectives and targets.
Successfully achieve service excellence by monitoring internal metrics and undertaking performance reviews.The post reports the Regional Business Unit Manager Medical Service and the EMEA Customer Support Manager and will manage all regional customer support operations ensuring A "OneOlympus" approach through collaboration across functions and Business Units Achievement of strategic and operational business targets Achievement of customer satisfaction targets for respective customer touchpoints Team Leaders and Employees achieve their career goals alongside business strategic priorities Efficient use of resources within the defined quality objectives Developing towards a more data-driven organization and decision-makingThe job is conducted in line with our Core Values which are: agility, empathy, long-term view, unity, and integrity.
Strategy development and deployment Support the development of the EMEA-wide Customer Support Strategy and lead the deployment within the Region Collaborate with Customer Care, Uptime Support, Fields & Remote Service, Repair Workshops, and other areas of the medical division to continuously improve customer journeys through our Services including remote support, direct support, and predictive maintenance Focus on deploying tools, processes, and innovations that support achieving the highest possible levels of support to customers with a focus on first contact resolution and escalation management of their inquiries.
Functional management Implement and work to all applicable regulatory and quality requirements Regularly review and ensure achievement of KPIs indicating the strategic and operational performance of Customer Support across the Region and Countries, including but not limited to delivery and return of loan devices, and resolution of customer complaints in timely and high-quality manner Manage the interface to Customer Care (acting as generalist front-office for Service), ensuring SLAs are defined, agreed, and met Deliver accurate work demand forecasting and appropriate resource utilization to allow effective delivery of Customer Support services in a consistent way across the Region Set and deploy team objectives, action planning, skills analysis, and support CSM improvements Continuously review process, team structure, and direction to ensure we are adapting to changing customer and business needs and review trends to monitor and improve operational performanceTus cualificaciones
Fluent in written and spoken English is mandatory Master degree in Administration or equivalent Experience of leading and managing people in a customer support environment Key user in SAP Good working knowledge of Word, Excel, PowerPoint
Sus competencias
- Ability to manage and optimize a busy customer support team environment
- Willing to travel and occasionally work unsocial hours
- A true leader with 45 years, people management experience, preferably in a customer support environment, with a proven record in implementing methods in which to drive performance
- Ability to manage multifunctional groups of individuals with differing levels of experience
- Very effective at performance management, through coaching, achievement of objectives and appraisal
- Excellent communication, written and verbal with all levels of stakeholders
- Ability to analyse processes, enact change, operationally from strategic direction
- Exemplary customer service skills with proven ability to get it right the first time for the customer
- Excellent people management, time management skills and communication skills
- Indepth knowledge of multichannel support, combined with an excellent track record in efficiency and effectiveness
