Head of Professional Services

Summary

Head of Professional Service is responsible for the organization and continuous improvement of the customer satisfaction in after sales activities in the region.

Works in collaboration with related departments, distributors and partners to ensure continuous business processes.

Your Responsibilities

• To improve the service support strategies and lead the team of service and application specialists, provide strong guidance to them to establish and deliver high standards of service support;
• To lead laboratory integration projects (project management, logistics, equipment installation etc.); to make the necessary revisions to reduce the risk of the company in the case of changing conditions;
• To drive alignment of service processes across the region via implementation of best practices to deliver high-quality and cost-effective support to customers;
• To develop and implement programs to evaluate and monitor customer service and support processes across the region and where desirable ensure the implementation of change;
• Monitor the service activities of all customers’ requests in the Customers Relationship Management system in accordance with Global Service Standards requirements and provide report on regular basis;
• To lead and development the team to insure required capabilities and skills are in place; set the right motivation to allow it to meet or exceed strategic and performance targets;
• To ensure timely compliance with warranty procedures for the replacement of the equipment and spare parts;
• To lead and develop the customer support organizational structure in accordance with the market needs, territory management and new product implementation in the region

Who You Are

• You hold a technical/engineering degree (e.g. Biomedical, Biochemistry, Biotechnology or related).
• You built at least 5 years of work experience in professional service (preferably with diagnostics equipment). Work experience within Central Asian markets.
• You bring advanced leadership, growth, strategic, and systems thinking mindset.
• You built at least 3 years of people management, mentoring and coaching experience. You are able to understand individual needs and motivation.
• You have advanced interpersonal skills, and excellent oral and written communication skills.
• You are highly organized, able to keep the overview, and are able to prioritize workload.
• You are flexible and willing to travel for business purposes
• You are fluent in English, local language, and Russian.

NB! CV must be written in English, and only English CV’s will be considered