As the Director Customer Service of organization you are responsible for ontime & effective resolution of customer escalations for complete Medical Devices portfolio. You work very closely with market service organizations, business service innovation, Q&R, spare parts supply chain and R&D insuring customer satisfaction while building right knowledge in the market field support teams.
You are responsible for :
– Define and implement strategic programs to deliver breakthrough improvements in customer satisfaction in the areas of customer escalations, first time right and first visit fix
– Lead the global teams located in the Netherlands, US, China and India for providing on time support for field customer escalations
– Build strategic work force and people development plan based on critical competencies required for the future of customer services
– Management of customer satisfaction related KPIs including daily management and problem solving to mitigate the gaps to targets