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European Customer Service Supervisor in Wokingham, United Kingdom at Molecular Devices

Date Posted: 2/13/2019

Job Snapshot

Job Description

Job ID: MOL002334

About Us

Molecular Devices, LLC creates innovative, high-quality bioanalysis solutions that increase our customers’ productivity.  By joining Molecular Devices, you will work with best-in-class people who share a common purpose, to be our customers'  first choice for systems, consumables, software, and support that advance both basic and applied life science discovery.  Our core values are critical elements of our past and future success -- The best team wins.  Customers talk, we listen.  Continuous improvement is our way of life.  Leading edge innovation defines our future.  We compete for our shareholders.

Molecular Devices offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits. We think you'll like what you see.

Molecular Devices is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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Description

European Customer Service Supervisor  
  Winnersh Triangle, Wokingham, UK
 
Summary
Molecular Devices, LLC creates innovative, high-quality bioanalysis solutions that increase our customers’ productivity.  By joining Molecular Devices, you will work with best-in-class people who share a common purpose - to be our customers' first choice for systems, consumables, software, and support that advance both basic and applied life science discovery.  Our core values are critical elements of our past and future success -- The best team wins.  Customers talk, we listen.  Continuous improvement is our way of life.  Leading edge innovation defines our future.  We compete for shareholders.
 
 
Job Purpose
To manage the work & associates responsible for European Service administration.
A key component of the role is supporting the Field Service team by timely and accurate production of quotations, invoicing, parts ordering, database maintenance and other support as required. There should also be a focus on delivering the highest standard of customer service through close collaboration with the Technical Support, Sales, Operations and Finance teams.
Key Relationships:
  • European Field Service Engineers
  • European Service and Sales teams
  • European management team
  • External Customers
  • Worldwide ERP and CRM core teams
  • North American and Chinese Service and logistics teams
  • External and Third party service providers (e.g. couriers )
     
    Key Responsibilities:
  • Team performance
    • Coordinate resources of the team and develop procedures to maximise performance and efficiency
    • Supervise and assist with daily activities & sets priorities of the team to support accurate, compliant and on-time administration tasks (eg quotes, orders, billing, logistics, calibration management)
  • Customer Deliverables
    • Maintain ISO certification and SOX compliance and ensure department meet required standards
    • Manage responses to internal/external customers (telephone, email)
    • Ensure that key performance indicators are tracked in timely manner and met with upmost customer satisfaction
    • Uses sound judgment to identify, troubleshoot and resolve day-to-day problems.
  • Team supervision
    • Sets, communicates and monitors individual and team performance expectations and development priorities
    • Recruits and hires strong people who will contribute positively, will excel and have a passion to win in the Danaher culture.
  • Other responsibilities
    • Reporting and data analysis, both regular and on request (Oracle and ServiceMax)
    • CRM (ServiceMax) and ERP (Oracle) updates
    • Perform other related duties as assigned
 

Job Requirements



Qualifications

Person Specification:
The jobholder should possess the qualifications, experience and skills set out below to meet the requirements of the role as well as embrace the Danaher Values:
Qualifications:
  • Desirable – degree or equivalent business qualification
     
    Experience:
  • Proven ability to provide positive customer relationships.
  • 2+ years regular experience of using an ERP+CRM system; preferably Oracle/Salesforce
  • Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines.
  • Good knowledge of Microsoft Office
  • Experience of working in an international environment, especially across Europe and US
  • Experience of utilizing Customer service quality metrics to enhance customer service
  • Knowledge of Service Administration/Logistics processes from quotes to final invoicing
  • Understanding of service support administration; CRM, engineer scheduling/dispatch, spare parts
  • Experience of Complaint procedures and ISO audits
 
Skills:
  • High standard of spoken and written English. Other European language skills would also be an advantage.
  • Strong attention to detail and accuracy of information
  • Organized and thorough in approach to work/tasks
  • Flexible and willing to take on new challenges
  • Team player, enthusiastic about excellent customer service
  • Self sufficient and a self starter, able to work with minimal supervision
  • Good interpersonal skills, able to interact successfully at all levels within the business and across different cultures
  • Able to work to and meet deadlines
  • Able to remain calm and professional, even when under pressure 
  • Able to quickly assimilate complex information and build positive relationships with internal and external customers.
     
    Measures of performance:
  • Customer service satisfies ISO audit
  • Produce and issue monthly KPIs to Director, European Professional Services
  • Achieve annual retention targets.
  • Databases accurate and current information.
  • Performance against team KPIs, as defined in team ‘bowler’ eg. On time order bookings, on time quotes
  • Internal and external customer feedback
Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.