Sr. Director of Customer Service Optovue
THIS JOB HAS EXPIRED The Senior Director of Customer Care is responsible for all customer related support within the company, including installation and training, technical support, sales administration and sales order management. This role develops, implements, and modifies company policies to ensure standards are met. The role also ensures that all unit functions comply with the requirements of ISO 9001, FDA Quality System Regulation and the relevant Medical Device Directives.
Fosters a customer-first culture within the entire company.
Develops strategic and operating plans and budgets for the Customer Care Group in support of commercial operations objectives.
Ensures customer satisfaction measures are defined and achieved. Ensures key performance metrics are maintained such as call center statistics, response times, and order accuracy.
Participates in new product introduction (NPI) process. Communicates the NPI Customer Care requirements company-wide and assures such releases are facilitated within the Customer Care Group.
Manages key account relationships and collaborates with Sales and Marketing to maximize revenues and customer loyalty.
Monitors field product performance to pro-actively determine issues, communicates findings to other departments for timely resolution. May lead efforts to determine root causes.
Monitors work production of the Customer Care Group to ensure the highest levels of customer satisfaction and resolution of complaints occur.
Interacts with other company departments to ensure all customer needs are satisfied.
Desired Skills & Experience
Bachelor?s degree and 12+ years of directly relatable work experience or an equivalent combination of education and experience.
Experience overseeing multiple Customer Care functions.
High degree of customer interface skills, system and process improvement skills, and analytical abilities.
Excellent oral, written, and interpersonal skills to effectively deal with customers by phone, email and personal contact.
Knowledge of medical diagnostic imaging functionality desirable but not required.
||41752 Christy Street |
Fremont, CA 94538
THIS JOB HAS EXPIRED