Regional Customer Care Lead, Life Sciences

Leica Biosystems; Milano; In loco; EUR 39.000 - 59.000; Tempo pieno

Descrizione del lavoro

Leica Biosystems is seeking a Customer Care Operations Lead to bridge the Global CoE and local markets, owning instrument order fulfillment, handling escalated requests, and ensuring adherence to global standards with local adaptations. You will drive customer satisfaction and continuous improvement while coordinating across commercial, service, and supply chain teams.

The role emphasizes regional leadership, capability development, and translation of regional needs into global improvements.

Competenze

• Bachelor's degree or equivalent experience in customer-facing roles.
• Strong understanding of customer care processes and escalation management.
• Experience with continuous improvement methodologies and quality practices.

Mansioni

• Oversee complex instrument installations, relocations, deinstallations, backlog execution, inventory management, supplier coordination, forecasting, and regional supply chain requirements.
• Serve as the regional escalation expert, leveraging Voice of Customer insights and data to resolve issues and improve satisfaction.
• Partner with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance, and other stakeholders to remove barriers and enhance end-to-end experience.
• Monitor performance metrics, identify trends, implement process improvements, and balance global standards with local requirements.

Conoscenze

Customer care processes

Escalation management

Cross-functional collaboration

Matrix organization experience

Problem solving under pressure

Formazione

Bachelor's degree

Strumenti

PSP Kaizen Standard Work

Descrizione del lavoro

Leica Biosystems is seeking a Customer Care Operations Lead to bridge the Global CoE and local markets, owning instrument order fulfillment, handling escalated requests, and ensuring adherence to global standards with local adaptations. You will drive customer satisfaction and continuous improvement while coordinating across commercial, service, and supply chain teams.

The role emphasizes regional leadership, capability development, and translation of regional needs into global improvements.