Responsibilities

Purpose

The Service Director ensures the delivery of the OneSource services contractually defined in the contract. He/she is the customer's main point of contact, understands his/her needs and implements the necessary action plans to guarantee customer satisfaction.

The Service Director supports the teams directly assigned to him or her and works closely with the other Program Managers to deliver effectively together, ensuring the continued development of the account.

Reporting: General Manager Account

Internal:

• Supervises assigned teams (Service / Quality / Safety)
• Collaborates with all OneSource teams
• Collaborates with support services (Customer Care / Purchasing / Compliance / HR / Shared Service Center)

External:

• Ensures the commercial and operational relationship with the customer
• Prepares and facilitates governance meetings

Significant Activities

Based on the Client's Global strategy, in compliance with contractual commitments and QHSE rules:

• Liaise with site managers and support teams to ensure a full understanding of the customer's contract requirements, specifications, business needs, and laboratory processes in order to position PerkinElmer's laboratory services products to meet their needs
• Meet with customers, assess the level of customer satisfaction, and assess customer value drivers that can then be translated into product and service offerings and solutions to add value to customers
• Ensure the team has the skills and expertise to provide top-notch service and support
• Efficiently deploy the designated team to meet customer demand in the region
• Develop and maintain ongoing communication and a strong working relationship with peers in order to understand and manage resource availability and limitations
• Ensure or oversee adequate coverage planning and coordination to meet client needs
• Develop and deploy resources appropriately to meet customer needs
• Foster talent development, overall business performance, and succession planning through active support and deployment of performance improvement processes
• Address disciplinary issues and/or performance issues, as necessary, in accordance with company policy

Responsibilities

• Mentors and develops the assigned team
• Definition and adaptation of client's global strategy within its scope
• Deployment of client's strategy on its perimeter
• Guarantee of the proper delivery of the services provided
• Optimization of services, processes and resources
• Identification and development of growth opportunities

• Compliance with QHSE rules
• Representation of the Company
• Proposal for Improvement of Procedures

Specific professional knowledge

• In-depth knowledge of Service Strategy Construction and Deployment
• General knowledge of finance and P&L management
• In-depth knowledge of Customer Relationship Management
• In-depth knowledge of Project Management

• Fluent English (reading, writing, speaking)
• Advanced level on MS Office Suite

Profile

• Diploma or level Bac+5 or higher in Science or Commerce or equivalent experience
• Managerial experience in customer service (ideally in a pharmaceutical environment)
• Sense of customer service
• Excellent interpersonal skills
• Ability to bring people together
• Team spirit
• Analytical Skills