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Service Excellence Manager

1 mese fa

Milano, Lombardia, Italia Werfen A tempo pieno
About the Role

This Service Specialist position is an exciting opportunity to join Werfen's team and contribute to ensuring the quality and efficiency of our service offerings.

Key Responsibilities
  • Evaluate and enhance the performance of analytical systems to guarantee better quality and results.
  • Develop and implement training programs for FSEs and Agencies, focusing on service-related skills and periodic updates.
  • Maintain and develop relationships with manufacturers and suppliers to ensure high-quality products.
  • Stay up-to-date on technical product innovations by participating in manufacturer-provided training.
  • Provide proactive support in managing critical customer-instrument issues.
  • Determine adequate spare parts inventory levels for new analytical system models in collaboration with the planner.
  • Support FSEs and Agencies through company tools and assist field staff as needed.
  • Regularly verify and share activity to ensure continuous updating of analytical systems (hardware and software).
  • Collaborate with QA for complaint management.
  • Maintain a constantly updated repository database containing technical documentation, manuals, and instrument software.
  • Develop and promote actions to optimize analytical system performance by periodically evaluating and sharing quality indices.
  • Determine service needs for product lines under responsibility.
  • Discuss and share complex and urgent Help Line cases.
Networking/Key Relationships
  • FSEs and Service Agencies
  • Service Area Manager
  • Help Line
  • CUSTOMERS
  • Sales Representatives
  • Business Line Manager
  • Area Managers
  • Application Specialists
  • IT Diagnostic Operations and Solutions
  • CUSTOMERS
  • WW Service Organization
  • Suppliers
Requirements
  • Academic Degree or Bachelor's degree in biomedical or mechanical engineering.
  • At least 2 years' experience in the same role within an IVD company operating in an international context.
  • Informatic
  • Electronic
  • BUSINESS ORGANIZATION KNOWLEDGE (roles, processes, etc...)
  • SAP
  • Office
  • Project Management
  • Fluent English language skills.
Skills and Abilities
  • Planning and organization skills.
  • Communication and listening skills.
  • Teamwork and cooperation skills.
  • Proactivity.
  • Problem-solving skills.
  • Systemic vision.
  • Analytical thinking.
  • Flexibility/adaptability.
Travel Requirements

Up to 30% of work time may be required for travel.