Profile Summary
The role of Associate Manager, Technical Customer Service UK/IRE will not only play a pivotal role in overseeing the day-to-day operations of the ProCare Customer Service function, but also drive key initiatives to enhance service quality, efficiency, and customer satisfaction. Together with your team, you will build and maintain strong relationships with local stakeholders to ensure seamless collaboration and support.
Who do we want
* Talent developers. Growth-oriented managers who recruit and hire top-performing talent and prioritize the development of their team members.
* Network builders. Managers who build connections with other teams and divisions and coordinate cross-functional collaboration.
* Compliance-focused orchestrators. Managers who carefully oversee people, processes, and deliverables to ensure compliance with company policies and procedures.
* Effective communicators. People who collect and interpret information accurately and can concisely communicate results and recommendations to stakeholders, senior management, and their teams.
What you will do
* Directly manage the ProCare Customer Service team, overseeing day-to-day activities, ensure compliance with processes, conduct training sessions, and maintain operational excellence. In addition, manage performance, development, and engagement.
* Act as a point of contact for troubleshooting issues, identifying areas for improvement and escalate complex issues if relevant.
* Contribute to and execute the appropriate Customer Service strategy, goals, and objectives for the European region.
* Monitor and uphold quality standards across different service channels, proactively taking corrective actions to enhance performance if standards are not met.
* Monitor workload and performance metrics, optimizing resource allocation to achieve targets, including crafting business cases and escalating resource-related issues as necessary.
* Collaborate with the COE Europe to drive process standardization and lean improvements. Actively align with other In-Country leads to assess process status and design future process improvements.
What you need
* College or University degree, or equivalent relevant experience.
* At least 6 years in a customer facing role with 3+ years of team/project management experience. Experience with a service / maintenance type of business and technical support is desirable.
* Team Management - demonstrable experience recruiting, developing and engaging high performing teams within a matrix organization (preferably in a contact centre environment).
* Strong customer focus. Knowledge of medical device standards and regulatory needs an advantage.
* Thorough functional knowledge of the end-to-end supply chain and OTC processes with customer experience as a focus and ability to act as subject-matter expert (SME).
* Experience with continuous / process improvement, leading and managing projects; strong analytical and problem-solving skills.
* Excellent collaboration skills and strong cross-functional influencing skills & teamwork.
* Excellent communication skills with fluency in spoken and written English. Another major European Language would be an advantage.