Regional Customer Ops Lead – Life Sciences

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

Benefits offered by this job

Bonus potential

Travel opportunities

Job summary

Leica Biosystems, a Danaher operating company, seeks a Customer Care Operations Lead to bridge the Global Customer Care Centre of Excellence (CoE) and the local market. You will own instrument order fulfillment, resolve escalated requests, and ensure interactions meet global standards and local requirements.

You will collaborate across commercial, service, supply chain, and customer care functions to drive satisfaction and excellence.

Qualifications

• Bachelor's degree or equivalent extensive experience in customer-facing roles with understanding of Customer Care processes, customer escalation management, quality practices, and continuous improvement.
• Demonstrated ability to independently assess complex situations and drive escalations to resolution.
• Proven experience coordinating across functions within a matrix organization to deliver results.
• Ability to work autonomously, prioritize demands, and stay professional under pressure.

Responsibilities

• Oversee complex instrument installations, relocations, deinstallations, backlog execution, inventory management and regional supply chain coordination.
• Serve as regional escalation expert using Voice of Customer insights and data to improve satisfaction.
• Partner with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance and others to remove barriers and improve end-to-end experience.
• Monitor performance metrics, identify trends and implement process improvements balancing global standards with local needs.
• Represent the CoE market region, translating regional needs into global improvements while supporting continuity and training.

Skills

Customer care processes

Escalation management

Quality practices

Continuous improvement

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

PSP

Kaizen

Standard Work

Job description

Leica Biosystems, a Danaher operating company, seeks a Customer Care Operations Lead to bridge the Global Customer Care Centre of Excellence (CoE) and the local market. You will own instrument order fulfillment, resolve escalated requests, and ensure interactions meet global standards and local requirements.

You will collaborate across commercial, service, supply chain, and customer care functions to drive satisfaction and excellence.