Director, Customer Care Operations- LAC (Latin America & Canada)
Cepheid
Mexico City, Mexico
hace 6 días

ESSENTIAL JOB RESPONSIBILITIES :

  • Partner with stakeholders to ensure customer experience within the region is timely and professional through continuous improvement and use of DBS initiatives and ensure that customer satisfaction targets are met
  • Lead the building of channel partner enablement rigor and processes, by ensuring roll-outs are successful and maintained.
  • Responsible for creation and execution of Customer Care delivery model aligned with strategic direction.
  • Use continuous Lean, Six Sigma Principles and problem-solving process to bridge the gap between company / partners / end users, with zero tolerance on compliance deviations.
  • Strict adherence to the Danaher integrity and compliance policy.
  • Collaborates with matrixed teams to ensures accurate forecasting of parts demand and sustain effective forward and reverse supply of parts
  • Responsible for LAC service revenue target including monthly forecast planning
  • Accountable for KPI’s and initiatives to enhance business performance
  • Manages internal value chain communication to resolve regional escalations
  • Work with direct and matrix organization resources to provide enhanced delivery model
  • Ensure brand and continuity of support through the regional organization
  • Support LAC Commercial team(s) as needed
  • MINIMUM REQUIREMENTS :

    Education or Experience (in years) :

  • Bachelor’s degree with 14+ years of experience OR
  • Master’s / Doctoral degree with 12+ years of experience
  • 4+ years managing people
  • Knowledge and skills :

  • Experience across Customer Care Operations, including : Channel partner enablement, Technical Support, Field Service, Repair Center, Field Applications, Service Sales & Service Coordination
  • Experience across Latin America & Canada with both distributor and end customer
  • Outstanding Communication and organizational skills
  • P&L Management above $10M revenue, demonstrating growth and cost reduction through initiatives
  • Strong culture of integrity and compliance will be critically important.
  • Excellent customer relationship management, customer oriented
  • Ability to lead and motivate others, both within direct supervisory and matrix environments.
  • Demonstration of innovation and adaptability to further advance business operations and customer experience
  • Ability to create and develop strategies with direct organization and with distributor partners
  • Implementation, execution and monitoring of programs to ensure the organization meets key deliverables and sustainment
  • Identify opportunities and ROI to improve customer experience, operational efficiency and cost reduction programs across region
  • Working with international teams as needed on projects both within and outside of Americas region
  • Handles multiple time-sensitive requests and prioritizes appropriately to meet deadlines
  • Presents projects, findings and analysis to management and executive levels
  • Experience within ERP / CRM systems an advantage (SAP & SalesForce)
  • Ability to function under pressure and high paced environment
  • Ability to develop teams
  • Other :

  • Valid Passport
  • Travel across region and into international Cepheid locations will be expected
  • Ability to function under pressure and high paced environment
  • Excellent customer relationship management, customer oriented
  • Understanding service value chain and ability to develop process
  • Ability to speak languages suited to LAC, including but not limited to Spanish, French, Portuguese
  • Physical requirements / abilities :

  • Work in an office & home office environment
  • Travel up to 40%
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