Head of Customer Service (Medical Devices)

Vaud Permanent
  • Medical Device Company
  • Head of Customer Service opportunity

About Our Client

Medical Device Company

Job Description

  • Owns Customer Delivery- which includes inbound/ outbound logistics management, order to cash, supply chain logistics, stock management, 3rd party logistics management and "white glove" delivery =
  • Owns all Field Service activities in support of medical devices at our customer sites, repairs, upgrades and maintenance, spare parts management, and direct support of sales and clinical specialist teams
  • Owns Product Support - which has a strong focus on collaborating with Research and Development to ensure Design for Serviceability in all new and incremental innovation
  • Product Support also develops field service, technical support and service operations strategies for product changes, upgrades and new products - as well as developing new tools/ capabilities for field service diagnostics
  • Owns Service Operations - which focuses on all material returns, decontamination, product failure analysis with Research and Development, and instructions for repair
  • Owns Technical Support with a focus on building and managing a customer "hotline" and generating troubleshooting "know-how" for our teams in the field - as well as managing all complaints, solving customer issues, and managing service orders

The Successful Applicant

  • At least 15 years of experience in 2 of these 3 areas: customer service, field service, and/or logistics (Experience in the medical device space is a plus)
  • At least 10 years of people leadership and development experience
  • Demonstrated track record of building, leading and improving customer/ field service and logistics teams and organizations
  • Strategic mindset combined with deep tactical field service and logistics know-how
  • Able to be a strong contributor to a cross-functional operations leadership team

What's on Offer

Medical Device Company

Erman Kilincoglu
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Job summary

Procurement & Supply Chain
Procurement & Supply Chain Subsector
Life Sciences
Contract type
Consultant name
Erman Kilincoglu
Job reference

About Page Executive

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