Service Lead

vor 3 Wochen

Frankfurt am Main, Deutschland Immunodiagnostics System Ltd Vollzeit

**Service Lead**
**Technical & Field Service - Germany**
IDS is a leading in-vitro diagnostic solution provider to the clinical laboratory market. We develop, manufacture and market innovative immunoassays and automated immunoanalyser technologies to provide improved diagnostic outcomes for patients.
IDS Deutschland GmbH, located in the heart of Frankfurt, was established in 2004 and is the key sales and support site of IDS Group. The GmbH site is a customer service centre for Europe and beyond. Sales administration is centralized here for all French, Scandinavian, Benelux, and German-speaking countries. In addition, Technical Support, Marketing, International Sales activity, Commercial and Technical Support for our distribution network is also run from the site.

**Job Purpose**
The Service Lead role is a Head of Technical and Field Service role reporting directly into the CEO. They are responsible for ensuring that a high quality of service is provided to our customers across our technical and field service parts of our business. The primary aim is to ensure we meet/exceed the expectations and requirements of our customer base in a highly regulated environment. The job requires the ability to adapt and input into strategy, projects, and operational activities.
The role is responsible for ensuring that a high quality of service is provided to our customers across our technical and field service parts of our business. The primary aim is to ensure we meet/exceed the expectations and requirements of our customer base in a highly regulated environment. The job requires the ability to adapt and input into strategy, projects, and operational activities.
**Principal Accountabilities**
- Create and deploy the TS/FS goals that lead to high levels of customer satisfaction
- Ability to project manage multiple projects across technical and field services, predominately technology led
- Ensure at each stage of the project milestone the validation is in line with the required standards
- Ensure that the processes required by the relevant regulations or the company Quality Management System are established, implemented, optimised and maintained.
- Set and agree best practice KPI’s that drive positive performance of the function, that creates accountability within the team for strong results and improvements
- Lead and drive the implementation of standardised working procedures, polices and systems to improve the efficiency and cross functional working amongst the teams
- Improve the efficiency of the function by utilising technology to modernise our current working methods
- Develop and coach the team to enhance their skill levels and performance
- Create and implement best practice guidelines for dealing with customers
- Provide support to resolve complex issues that are beyond regular customer care personnel
- Follow up on operational activities to ensure key metrics and customer expectations are met. Where there are deficiencies, step into support the team with solutions.

**Skills, Knowledge and Experience**
**Qualifications**
Master’s degree, preferably in a scientific field
**Skills & Knowledge**
- Excellent communication skills, also at all customer levels
- Ability to connect the department and people towards one cohesive approach
- Very good analysing, planning and organizational skills
- A driving personality with a bias for action
- International mind-set: can act in an international environment. Is able to lead and connect international teams

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