Regional Customer Operations Lead

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

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology. At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the Danaher Business System which makes everything possible. The Customer Care Operations Lead is the essential link between the Global Customer Care Centre of Excellence (CoE) and your local market, you’ll own and manage instrument order fulfillment, resolve escalated requests, and ensure every interaction meets both global standards and specific local needs and requirements. You will partner across commercial, service, supply chain, and customer care functions to drive customer satisfaction, operational excellence, and continuous improvement while balancing global processes with local market needs and contribute to team training, making a meaningful impact on our customers, partners, and business every day.

In This Role You Will Have The Opportunity To

• Oversee complex instrument installations, relocations, deinstallations, backlog execution, inventory management, supplier coordination, forecasting, and regional supply chain requirements to ensure seamless customer delivery.
• Serve as the regional escalation expert, leveraging Voice of Customer insights, operational data, and trend analysis to resolve issues, improve customer satisfaction, and deliver successful outcomes.
• Partner with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance, and other stakeholders to remove barriers, improve operational performance, and enhance the end-to-end customer experience.
• Monitor performance metrics, identify trends, implement process improvements, and balance global standards with local business requirements to improve efficiency, service delivery, and business results.
• Act as the Customer Care Center of Excellence (CoE) market representative, translating regional needs into global improvements while supporting business continuity, training, knowledge sharing, and process standardization across teams.

The Essential Requirements Of The Job Include

• Bachelor's degree or equivalent extensive experience in customer-facing roles with a strong understanding of Customer Care processes, customer escalation management, quality practices, and continuous improvement methodologies to ensure consistent service delivery.
• Demonstrated ability to independently assess complex situations, apply sound judgment, and drive customer issues and escalations to timely resolution through a structured, solution-oriented approach.
• Proven experience coordinating across multiple functions, building strong relationships, and working effectively within a matrix organization to deliver business results and exceptional customer experiences.
• Ability to work autonomously, prioritize competing demands, think critically under pressure, and adapt quickly to changing business needs while maintaining a positive and professional attitude.

Travel, Motor Vehicle Record & Physical/Environment Requirements

• Ability to travel ~ 5%, including overnight travel for workshops

It would be a plus if you also possess previous experience in:

• Experience with DBS tools, including PSP, Kaizen, and Standard Work.
• Fluency in English and at least one additional European language
• Experience in Life Sciences, Medical Devices, or Diagnostics industry

Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the This role is classified under the applicable CCNL as Commercio which defines minimum terms, job classification, and baseline progression frameworks. The expected gross annual salary range for this role is 39’000 to 59’000 eur determined based on objective criteria such as experience, skills, and role-related competencies. Bonus / Incentive Pay 5% of annual base salary This job is also eligible for bonus / incentive pay. This is the target earnings as % of base annual salary, subject to objective eligibility criteria and performance conditions as set out in the applicable scheme terms and conditions. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com.