Regional Manager Customer Experience

vor 3 Wochen

Schweiz Bruker Vollzeit

Überblick:
Bruker Coorporation’s companies belong to the world’s leading analytical and measuring instrumentation manufacturers in the sector of life sciences.

For the last 60 years Bruker has been fulfilling one single purpose: to deliver the best technological solution. Today, more than 7,000 employees worldwide are working on this challenge, in over 90 locations in all continents.

Bruker BioSpin, as part of the Bruker Group, is a high-tech international company and the world-leading manufacturer of comprehensive solutions in Nuclear Magnetic Resonance (NMR), Electron Paramagnetic Resonance (EPR) and Preclinical Magnetic Resonance Imaging (MRI).

We develop high-tech analytical measuring instruments and methods that are used in many fields, from medical technology to materials science and food research.

Aufgaben/Verantwortlichkeiten:
**Purpose of the job**:
The Regional Manager Customer Experience & Quoting is responsible for managing the EIMEA’s customer facing and quoting teams, monitoring requests from our external and internal customers, working closely with teams within the Customer Experience & Commercial Operations organization to fulfill customer expectations.
- Daily manage EIMEA Customer Experience/Quoting Team
- Actively deploy Commercial operations template
- Closely monitor the organization, processes and human capital matrix against defined targets
- Closely work with Customer Experience & Commercial Operations organization to achieve defined goals
- Closely collaborate and liase with the Variant Configuration, customer masterdata, material masterdata, sales and service teams to ensure feasibility is granted
- Monitor all incoming requests and ensure they get prequalified and dealt with in accordance with defined service level agreements
- Ensure quotations are sent out in accordance with defined service level agreements
- Support the commercial operations teams in end to end communication, Ensuring staff members receive timely and appropriate training and development in close collaboration with Monitoring staff performance and development goals, assign accountabilities, set objectives, establish priorities, conduct annual performance appraisals and administer salary adjustments/incentive plans.

**Duties**:
**_ The role is responsible for Management of the following Functions:_**

***
**_Customer Experience & Quoting Team_**

**1**
**st**
**Level Support**:

- Manage and develop and first-level customer support unit which is responsible for non technical customer inquiries
- The team is responsible for the prequalification of the request till handover to sales or service unit
- Commercial opportunity hand over to the relevant sales team (e.g. inside sales, or field sales)
- Technical request e.g., repair request will be handed over the service organization (e.g. Field engineer, helpdesk)
- Orders related questions (such as invoice copy requests, or delivery lead time requests )

**Sales Support**:

- Support the Sales Organisation in order to continuously drives sales effectiveness
- Prequalification of incoming customer requests
- Support in creating sales and service quotes
- Supports the response document bundle to reply to tenders and coordinates timely delivery of answer
- Every other task to improve sales effectiveness apply
- Support Regional Data Office by communicating data related information to the relevant teams for processing
- Support the Labscape Master Service Agreements in extending contracts for subsequent periods in collaboration with the sales & service team

**Regional 1**
**st**
**Level Support in Customer Experience**
- Monitor the 1st level Support Activities from inquiry to resolution
- Build and update KPIs to understand the team effectiveness and areas of improvements

**_
By performing the following activities :_**
- Supervising Customer Experience/Quoting team
- Monitor and ensure timely and accurate qualification of all incoming first-level customer support requests, including quote requests
- Manage and monitor SFDC customer service activities
- Ensuring all pre-qualified enquiries are routed to the correct parties
- Document customer suggestions and complaints and report in a timely manner to appropriate parties
- Work closely with sales and service teams
- Build cross-functional working relationships to provide excellent customer service
- Exhibit professional and courteous customer-orientated telephone demeanour, accuracy, follow through and adherence to Bruker Company policies and practices
- Proactively address underlying core issues to ensure issues are not repeated
- Closely define and monitor critical KPIs on the defined intervals
- Every other tasks to improve effectiveness apply
- Maintain an excellent working knowledge of Bruker products
- Other duties as may be defined which are broadly in line with the duties and objectives

**Business Travels**:Occasional

Qualifikationen:
**Required Qualifications & Hardskills**
- Degree & Significant

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