Customer Service Director

hace 2 semanas


Ciudad de México, Ciudad de México Morgan Philips Executive Search A tiempo completo

Morgan Philips Executive Search se encuentra en la búsqueda de un Director de Servicio al Cliente para una compañía internacional del sector de Lifesciences & Healthcare.


Garantizar la satisfacción a los clientes, mediante el cumplimiento de la estrategia pre y post venta, a través de la gestión de los equipos de Ingeniería, Asesoría, Atención Telefónica, y Venta de Servicio, para identificar y atender las necesidades tecno-científicas de los clientes sobre nuestros productos y equipos, manteniendo un buen funcionamiento y rentabilidad de la Base Instalada.


RESPONSABILIDADES


Garantizar que los procesos de instalación, capacitación a usuarios, actualización y mantenimiento de los equipos y el software comercializados, sean realizados de forma correcta a través de los equipos de Ingeniería y Asesoría.


Gestión del conocimiento a través de la evaluación, capacitación y actualización constante del equipo de servicio técnico con el fin de otorgar información técnica y científica de cada equipo/software/reactivo a los clientes finales.


Dar seguimiento a dudas científicas al GCS, con el fin de otorgar solución de causa raíz a las dificultades encontradas por el usuario.


Establecer estrategias de trabajo conjunto con el área de Comercial, para el logro del presupuesto que incluye venta de servicio, lanzamiento de nuevos productos etc.

Contribuir al Sistema de Calidad, a través del seguimiento y mejora del Proceso de Servicio al Cliente (Procedimientos, Indicadores y Planes de Acción

Gestionar el sistema de Quejas y Field Actions

Garantizar el soporte técnico de primer nível a través del Centro de Atención Telefónica Técnica y Científica.

Participar activamente en la elaboración de la Estrategia y presupuesto del área.
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