Regional Customer Operations Lead
On-siteMilan, Lombardy, Italy or Buccinasco, Lombardia, Italian Republic
Job Summary
Oversee complex instrument installations, relocations, deinstallations, backlog execution, inventory management, supplier coordination, and regional supply chain requirements to ensure seamless customer delivery. Serve as the regional escalation expert, leveraging Voice of Customer insights and trend analysis to resolve escalated requests and improve customer satisfaction. Partner with Sales, Service, Supply Chain, and other stakeholders to remove barriers, drive operational excellence, and balance global standards with local market needs. Monitor performance metrics, identify trends, and implement process improvements to enhance efficiency and business results. Act as the Customer Care Center of Excellence market representative, translating regional needs into global improvements while supporting training and knowledge sharing. Requires a Bachelor's degree, experience in Life Sciences or Diagnostics, and ability to travel approximately 5%.
Required Qualifications
- Bachelor's degree or equivalent extensive experience in customer-facing roles
- strong understanding of Customer Care processes
- customer escalation management
- quality practices
- continuous improvement methodologies
- Demonstrated ability to independently assess complex situations
- apply sound judgment
- drive customer issues and escalations to timely resolution through a structured, solution-oriented approach
- Proven experience coordinating across multiple functions
- building strong relationships
- working effectively within a matrix organization
- deliver business results and exceptional customer experiences
- Ability to work autonomously
- prioritize competing demands
- think critically under pressure
- adapt quickly to changing business needs
- maintain a positive and professional attitude
- Ability to travel ~ 5%, including overnight travel for workshops
- Fluency in English
- at least one additional European language
- Experience in Life Sciences, Medical Devices, or Diagnostics industry
Desired Qualifications
- Experience with DBS tools, including PSP, Kaizen, and Standard Work
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