Regional Customer Ops Lead - Life Sciences

Leica Biosystems Inc.; Buccinasco; On-site; EUR 39,000 - 59,000; Full time

Job summary

Leica Biosystems is seeking a Customer Care Operations Lead in Buccinasco, Italy to join the Global CoE. You will own instrument order fulfilment, respond to customer inquiries, and resolve escalated requests while aligning local market needs with global standards.

You will collaborate with Sales, Service, Contracts, Tenders, Supply Chain, Logistics and Finance to drive customer satisfaction and operational excellence, and contribute to training across teams.

Qualifications

• Bachelor’s degree or equivalent in customer-facing roles with an understanding of Customer Care processes.
• Ability to independently assess complex situations and drive escalations to resolution.
• Experience coordinating across functions within a matrix organization.
• Ability to work autonomously and adapt to changing business needs.

Responsibilities

• Oversee complex instrument installations, relocations, deinstallations, backlog execution, supplier coordination, forecasting, invoicing and regional supply chain requirements.
• Serve as regional contact for customer enquiries, escalation support using Voice of Customer insights, operational data, and trend analysis.
• Partner with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance and other stakeholders to improve performance and end-to-end experience.
• Monitor performance metrics, identify trends, implement process improvements, and balance global standards with local requirements.
• Act as the Customer Care Center of Excellence (CoE) market representative, translating regional needs into global improvements and supporting training and standardization.

Skills

Customer Care

Escalation Management

Cross-functional Coordination

Problem Solving

Education

Bachelor’s degree or equivalent in customer-facing roles

Tools

PSP

Kaizen

Standard Work

Job description

Leica Biosystems is seeking a Customer Care Operations Lead in Buccinasco, Italy to join the Global CoE. You will own instrument order fulfilment, respond to customer inquiries, and resolve escalated requests while aligning local market needs with global standards.

You will collaborate with Sales, Service, Contracts, Tenders, Supply Chain, Logistics and Finance to drive customer satisfaction and operational excellence, and contribute to training across teams.