Director – Customer Service – Medical Devices Business (10-25 yrs)

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