Job Title: Head of Service Support
Department: Medical Technology
Reporting: Head of Service and Customer Care
We are at the forefront of medical technology innovation, providing cutting-edge solutions to our valued customers in the healthcare sector. We are dedicated to offering unparalleled support and service, and we are looking for a talented individual to lead our Service Support Teams to new heights.
As the Head of Service Support, you will play a pivotal role in enhancing customer support and service by developing and managing the teams that serve as the initial point of contact for our Meditec Customers.
Leadership: Provide training, leadership and guidance to the Service Support teams to ensure high performance.
Performance: Ensure the team meets its targets and goals, and drive change where needed to improve efficiency.
Collaboration: Promote effective and collaborative cross-departmental work.
Resource Management: Ensure the department is adequately staffed to deliver exceptional service to our customers.
Standards: Set and maintain behavioural standards for team members, aligning with company guidelines.
Support: Provide daily support, supervision, coaching, and mentoring to team members to foster a positive working environment.
Training: Understand and provide training and coverage for all functions within the Service Support Teams.
Meditec Apprentices: Manage and support the Meditec Apprentices.
Team Coordination: Oversee team coordination, complaints, escalation handling, and planned maintenance booking.
To be successful in this role, you should possess:
- Experience in managing teams in a fast-paced environment.
- Strong people management skills with the ability to motivate and drive high performance.
- Proficiency in customer service, call handling, and logistics planning.
- The ability to handle customer escalations and deliver effective solutions.
- A proactive mindset, with a willingness to suggest process improvements.
- Technical knowledge and the ability to convey technical explanations to customers.
- CRM and SAP experience
- Excellent communication skills and fluency in English
What We Offer:
- Competitive compensation and benefits package
- A collaborative, innovative and agile work environment
- Opportunities for career growth and professional development
- A chance to make a real impact in the healthcare industry
If you are a dynamic leader with a passion for customer service and possess the skills and experience we are looking for, apply today to join us in making a difference in the world of Medical Technology!