Wiesbaden, Hesse, Germany
Strong customer focus professional who combines a solid scientific background and an analytic mindset, with a business oriented vision. Full proficiency in 4 different languages, and international exposure, allows me to strongly interact with different cultures and environments, to better match customer`s needs with company`s objectives and leading an international team Dynamic, proactive, adaptable and with problem solving attitude. Reliable, confident in working under pressure within an international team, or independently in order to deliver specific objectives on time.
Leadership: Provided leadership and guidance to a high-performing Local Service Heads to meet both Operational and Financial KPI accordingly to Global direction, while developing a culture of collaboration, innovation, and excellence. Defined, implemented, and improved operational KPI and set yearly targets for local Service Heads accordingly to Global strategy. Trained local service heads on usage of new implement digital tools for operational excellence purposes. Aligned service strategies and activities globally, based on regular performances analysis. Identified talent gaps and implemented training and development programs. Communicated business objectives, achievements, and challenges to internal and external stakeholders. Presented business updates to executive leadership and board members. Business Management: Defined Global strategy for market penetration and sales growth and provided guidance to local service heads for implementation. Reviewed and assigned yearly financial target to local Service Heads Reviewed together with Marketing departments service contract pricing and offering. Reviewed profitability of service contracts vs cost allocation and spending. Pushed value proposition to increase service contract coverage rate and revenues. Service excellence: Established Service excellence culture, mindset, and operational vocation. Defined and improved customer journey as part of the best-in-class customer experience, aligning communication messages and touchpoints. Collaborated with Cross-functional teams, including sales and marketing to ensure alignment and cohesion in achieving business objectives. Acted as a primary point of contact for local service organizations, addressing their needs, concerns, and feedback in relation to operational excellence
• Leadership: Built, Lead and Developed an international Field Service and Support EMEA team, to serve products portfolio within the Bioscience Business Area. Lead the hiring process, personal development plan, training plan, and meetings within the organisation for the responsible department. Aligned strategy, services, activities within the region, and coordinated implementation activities as per global vision. Ensured team handles and deliver an efficient and effective superior client experience, in alignment with global strategy. • Operations: Defined, optimized, and implemented internal processes, SOP and communication workflow, adapting the lean six σ principles and approach, to ensure smooth business operations even during change management phases. • Analytical: Reviewed and assessed the success of defined goals; planned and allocated service and support team and department resources, using solid, reliable measurements previously defined. Collected and analyzed field issues and interacted with other departments to implement long term solutions/ improvements. • Accountability: Defined, implemented, and monitored KPI and goals for both Service and Support department. Generated weekly report and quarterly goal/KPI reviews. Responsible for budgeting, defining, and optimizing costs and deadlines for installations, on site repair, preventive maintenance, spare parts consumption, and timeline support. Participated during internal and external audit to ensure high standard of quality are met for the department.
•Responsible for providing the best technical scientific and applicative support to internal and external customers in EMEA for the Abbott Molecular products pipeline within an international team-working environment. •Trained end user customers, distributors and field force (EMEA) on the Real Time Molecular technologies. •Responsible for delivering training at customer site (EMEA) for advanced troubleshooting and marketing purpouses. •Communicated and collaborated with the field force (FSE and FAS) to operate in a cohesive and professional manner in a team working mindset environment. •Interacted with Marketing and Quality department in order to better meet customer's needs.
•Interacted with customers from different Countries (UK, Italy, and Spain) in order to provide the best technical scientific support customer experience for the IVD products pipeline. •Able to match customer needs and company`s goals through customer relationship management (CRM) activity within an international environment. •Delivered the best customer experience as possible following protocols and guidelines provided by quality department for high quality standards (ISO 9001, SOP) purposes, based on the specific Country of interest. •Communicated and collaborated with the field force (FE and LS) to operate in a cohesive and professional manner in a team working mindset environment. •Recorded and tracked any eventual Potential Healthy and Safety related issues in collaboration with the Complain Handling Unit and quality department. •Interacted with Second level technical support for specific cases and investigations.