Job Description

Customer Support Director to lead and transform our service operations, working closely with Field Service, Marketing, and Sales teams. This is a unique opportunity to make a meaningful impact by enhancing customer experience, optimizing workflows, and driving profitability in the service business.

Description

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Drive Strategy & Execution: Develop and execute a strategic service growth plan to enhance revenue and profitability.
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Enhance Customer Experience: Ensure prompt responses to inquiries and complaints, delivering a best-in-class customer experience.
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Optimize Processes & Efficiency: Improve workflows within the Customer Support Department to increase Field Service Engineer (FSE) utilization and productivity.
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Boost Service Performance: Identify opportunities to enhance service margins, create improvement plans, and lead implementation.
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Inventory & KPI Management: Oversee service inventory levels, turnover rates, and fill rates while tracking and analyzing key performance indicators (KPIs) weekly and monthly.
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Data-Driven Decision Making: Utilize historical service data to assess instrument conditions and determine the optimal service level.
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Team Leadership: Support and manage customer support associates, including service administrators.

Profile

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A self-starter with a strong sense of integrity and a customer-first mindset.
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A proven track record (5+ years) in the medical or life sciences industry.
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Experience leading cross-functional teams and driving operational improvements.
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Business-level English communication skills (preferred).
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Hands-on experience with SAP and Salesforce (SFDC) is a plus.

Job Offer

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Purpose-Driven Mission - Be part of a company dedicated to advancing cancer diagnostics and improving lives. Your work directly contributes to better patient outcomes and groundbreaking medical innovations.
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Global Impact - Join a team that operates worldwide, serving healthcare professionals, researchers, and labs across the globe. You'll be part of a company that shapes the future of pathology and precision medicine.
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Innovation at the Core - Work with cutting-edge digital pathology, AI-driven solutions, and state-of-the-art laboratory automation. This is a place where science and technology come together to revolutionize diagnostics.

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