Job Description:
The Head of Customer Service for Point of Care Diagnostics will lead and oversee all customer service operations in India, ensuring exceptional service delivery to healthcare professionals and partners as per defined KPIs. This role requires a strategic leader who can enhance customer satisfaction, drive operational efficiency, and foster a culture of continuous improvement within the team.
Areas of Responsibility:
Strategic Leadership:
- Define and implement the POC CS strategy in India in alignment with the global POC CS strategy and the business priorities defined by the India Sales organization.
- Collaborate with cross-functional teams, including sales, marketing, and product management, to enhance customer engagement and satisfaction.
- Responsible for meeting cost budget and service revenue as per POC CS strategy.
- The position focuses on all aspects of the Customer Support value chain that can be improved to deliver the highest possible service delivery quality for the POC product lines and their respective customers.
- Work within the team to liaise with the regional units and the Headquarter functions to support and rollout serviceability requirements in new diagnostic product designs and commercial products.
Team Management:
- Build, mentor, and lead a high-performing customer service team, providing training and development opportunities.
- Establish clear performance metrics (KPIs) and conduct regular performance reviews to ensure team accountability and growth.
- Customer Experience Enhancement:
- Design and implement initiatives to improve the customer journey, ensuring a seamless experience from inquiry to post-sale support.
- Gather and analyze customer feedback to identify trends, pain points, and areas for improvement.
- Work closely with the product management team to relay customer insights that inform product development and improvements.
Operational Excellence:
- Onus of the entire POC service portfolio including installed base, application support, training, customer education, installation and project management responsibilities along with traditional field service break fixes and business partner engagement and management.
- Oversee day-to-day operations of the customer service department, ensuring efficient processes and effective use of resources. Provide regular reports to senior management.
- Assuring the operational performance through the respective CS Processes, incl. adherence of processes to standards and Service Quality System
- Striving to maximize system implementation, throughput of DX POC instruments and of reagents required for business success.
Quality Assurance:
- Establish quality assurance protocols to maintain high service standards and compliance with industry regulations.
- Monitor key performance indicators (KPIs) and service level
Stakeholder Collaboration:
- Act as the primary liaison between customers and internal teams, ensuring that customer needs are communicated and addressed effectively.
- Acting as escalation executive and employee ambassador
- Work closely with the product management team to relay customer insights that inform product development and improvements and agreements (SLAs), providing regular reports to senior management.
Escalation Management:
- Develop and implement strategies for handling customer complaints and escalations, ensuring timely resolution and customer satisfaction.
- Prepare crisis management plans to address potential service disruptions.
- FSN management SOP process management & execution.
Skills
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in CRM software and customer service tools.
- Knowledge of Point of Care Diagnostics and the healthcare industry is a plus.
Dimension of Function:
- Reports directly to the POC APAC Service Head with dotted line reporting to the DX POC Country GM.
- Responsible for detailed functions described above and within individual targets and Key Performance Indicators (KPIs)
Qualification & Experience:
- University degree in BE / BTech in Electronic, Instrumentation, Bio-Medical Or Electronic & Communication. Additional degree in Business Administration preferable
- Minimum 10 years of experience in customer service, with at least 5 years in a leadership role within the healthcare or diagnostics sector.
- Experience is required in the following areas: medical/diagnostic equipment, leading projects/teams, capabilities to coordinate completion of activities, Business Partner management.
- Experience is desired in the following areas: service/support processes, project management, analytical skills for data consolidation, influencing without authority across INDIA and zones.
- Proven track record of managing customer service teams and driving operational improvements.
