Head Product Support Fluent 100% (partly remote)

One of the leading manufacturing companies for Automated Laboratory Solutions in Zürich (CH), is looking for a highly motivated Team Leader with strong experience in Service/ After Sales/ LCM within the Life Science Industry

Head Product Support Fluent 100% (partly remote)

In this challenging and important role you will lead functionally and administratively the Product Support Fluent Team. The team is mainly responsible to provide complex and comprehensive 2nd level support and product training on a global level and according to regulatory requirements for our Fluent instrument and all its configurations. Within this role you will develop and implement strategies, discuss actions and set priorities for exceptional customer service.

Your tasks

• Lead functionally and administratively the Product Support Fluent team (approximately 10 employees)
• Train, coach and mentor team members including their including career development
• Act as escalation point for urgent and critical requests and incidents including investigation of technical and application related issues remotely
• Interact and communicate appropriate solutions to internal stakeholders and external customers; ensure customer satisfaction and key KPI achievement
• Provide both regular and ad-hoc reports to executive management, to demonstrate KPI achievement
• Oversee and encourage the continual improvement of support processes.
• Coordinate the development and execution of product training courses (in-house, online or on-site) for end -customers, employees, distributors and OEM customers; including define training curricula and creation and review of training material
• Lead initiatives and projects

Your qualifications

• Degree in Technical/ Computer/ Life Science or anything equivalent
• Process management certification or extensive experience in process management
• >5 yrs customer service experience (ideally in LS industry)
• >3 yrs of working experience in a team leader role
• Ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service
• Readiness to travel (5%)
• Fluency in English (German as an asset)

Your application

Please apply online. For further information about the position, please contact your Kelly consultant, Mr. Dr. med. Andreas Danner (+41 44 225 41 07/ +41 76 310 760 9/ ).

About Kelly We connect people to jobs in ways that enrich lives. Kelly Services® is a leading global provider of human resources solutions, operating in over 40 countries. Together with its subsidiaries, Kelly offers a wide range of outsourcing and consulting services; temporary, permanent and management positions as well as flexible forms of employment at all hierarchy levels. Kelly Services (Schweiz) AG has been present in Switzerland since 1979 and counts more than 200 employees in over 40 Talent Offices and Centers.

Kelly Services Switzerland
Nazim Sagkol