Director of Service and Support, Europe
Job Information
About the Position
Introduction
Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.
Overview
The Director of Service and Support, Europe will be responsible for, in the context of a fast-growing organization, identifying opportunities for harmonization, consistency and measurement throughout the European Countries in order to maximize the full potential of the organization, as well as supporting the design and delivery of strategic objectives as relevant from an European or WW perspective
To be successful in this role, the Director of Service and Support, Europe should have extensive service delivery experience, including business intelligence and CRM systems. Prior experience working with harmonizing different service units and geographical regions, with creative thinking and strategic mindset is a key requirement.
Main responsibilities of the role will include:
- Align responsibilities with the Global Service & Support model — from identifying opportunities, to proposing and driving initiatives, and overseeing implementation in coordination with the global Service and Support strategy
Drive and oversee implementation across:
- Technical service strategy and operating model
- Pricing discipline, service monetization and go-to-market models
- Global standards, process harmonization and governance
- Customer-centric service and performance”
- Develop and maintain service metrics and KPIs to provide sound data as a basis for strategic commercial decisions. Provide regular update to all stakeholders.
- Develop dashboards and visualizations to effectively communicate data insights, consolidating data from various sources to provide a data lake for further analysis.
- Work with Service SBU/ VP Global Service and Support to develop harmonized metrics across the organization where possible and relevant.
- Gather data regarding systems reliability to support improvement developments.
- Drive project to develop more predictive and proactive and remote service capabilities, ensuring that future service delivery model is customer centric and cost effective.
- Participate in the implementation of CRM system to ensure that capabilities are aligned with the commercial business needs and that service and support considerations are taken into account.
- Participate in regular service and commercial meetings to gather and provide feedback. Support the development and implementation of commercial strategies to achieve business objectives.
Responsibilities
Key Accountabilities
- Design, definition, and implementation of business intelligence systems to provide key data relating to service efficiency, product reliability, customer satisfaction, profitability, and future development opportunities.
- Integrate data sources from, and for, sales, marketing, and service workflows to enable analysis of consolidated information to drive strategies and informed business decisions.
- Liaise with Service SBU/ VP Global Service and Support to ensure bidirectional communication of key information to drive continue improvement of products and service provision.
- Communicate actively with local European commercial organizations to monitor ongoing requirements for fixes, improvements and future developments regarding business intelligence solutions and infrastructure.
- Facilitate sharing of best practices regarding service provision and drive harmonization of processes.
- Develop an approach to create the necessary infrastructure and processes to make service delivery model preventive, predictive and remote whenever possible.
- Define KPIs and track results in order to measure and improve impact of actions
- Help operationalize in-country marketing.
Bridge with Service SBU/WW Service and support Director
- Act as bridge with the Service SBU/ VP Global Service and Support to ensure structured best practice sharing throughout the different business units and commercial regions
- Support succesful innovation launches throughout the Regions
- Facilitate feedback flow amongst Commercial and Service SBU/ VP Global Service and Support
- Define KPIs and track results
Networking/Key relationships
- ECLT and EU Service Directors
- VP Global Service and Support
- Service SBUs
- CCO, Global commercial operations teams
Qualifications
Minimum Knowledge & Experience required for the position:
- Bachelor’s Degree required with emphasis on engineering, economics or another relevant field.
- 15+ years of experience
- Proven track record of consistently exceeding expectations.
- Main qualification and experience in technical service delivery complemented by solid expertise in business intelligence.
Preferably based in Barcelona but open to other European locations where our affiliates offices are based (Milan, Paris, Munich, Warrington, Breda)
Skills & Capabilities
- Ability to build strong interpersonal relationships with peers, leaders, and other senior leaders within the firm.
- Strong communication and presentation skills.
- Proven experience in managing and understanding complex issues and their interrelationships by having strong creative thinking capabilities to create new solutions and concepts.
- Proven track record of liaising with a diverse team across multiple departments and geographies.
- Proven ability to work well under pressure, meet deadlines, and respond to changing priorities.
Travel requirements:
- 50% travel time, as business conditions require.
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
www.werfen.com
