Director, Regional Support Center, ASPAC

About the company

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. Our entrepreneurial adventure, begun over a century ago, is driven by an unrelenting commitment to improve public health worldwide.

Since 1963, we've been paving the way in the field of invitro diagnostics and have contributed greatly to improving public health and making the world a healthier place. The solutions that our teams imagine, develop and manufacture are key to enable healthcare professionals and industry players to make confident decisions to improve patient outcome and ensure consumer safety.

It is today present in 44 countries, serves more than 160 countries with the support of a large network of distributors, and supported by more than 13,000 employees worldwide.

Your tasks

Strategic Leadership & Collaboration

• Lead and manage all regional Customer Service procedures and activities to align with Regional overall business objectives
• As member of the regional Leadership team provides relevant Customer Service insight ensuring our service strategy is seamlessly integrated with the regional objectives
• Foster collaboration across all clusters, regions and functions to facilitate best practices adoption and execution

Operational Leadership

• Ensures SLA/KPI adherence, manages escalations, and enforces SOPs
• Harmonizes operations across regions; drives efficiency improvements and readiness for new processes
• Responsible for regional training and capability building, oversight of technical competencies, harmonization of training roadmaps.

Customer Experience Ownership & Quality

• Monitors customer interaction quality; leads corrective actions
• Ensures quality consistency across countries; leads regional CX improvements

Continuous Improvement & Innovation

• Identifies process gaps and contributes to tool pilots and updates
• Leads regional optimization and digitalization initiatives (M5)

Requirements

• Customer Orientation and strong service mindset.
• Leadership and people development abilities
• Multicultural leadership, people development across countries, experience influencing without direct authority.
• Analytical mindset and KPI-driven decision-making.
• Ability to influence and collaborate cross-functionally across countries.
• Continuous improvement of mindset and problem-solving skills.
• Strong communication skills and stakeholder management.
• Ability to lead transformation and manage resistance to change

• Minimum15 years of professional experience in Customer Service, proven experience leading regional or multi-country operational teams or service organizations in life Science.
• Experience operating in complex global & regional matrix organizations
• Experience in customer-facing operational environments supporting complex products, solutions or services