Customer Technical Support (hotline) & Dispatch manager

Job Summary

We are seeking a dynamic and experienced Customer Technical Support (hotline) & Dispatch manager to lead our Help Line & Dispatching support team for diagnostics products. This role is critical in ensuring the highest level of customer satisfaction. You will be responsible for overseeing and managing the customer technical call center and dispatching operations, ensuring efficient and effective communication between our technical support teams and customers. You will be a part of the CTS & Coordination European Team and report to the European Senior Manager, Customer Technical Support and Coordination responsible for strategic leadership of the whole European team to enhance customer support and experience. If you thrive in a fast paced, customer centric role and want to work to build a world-class service organization- read on.

This position is located in Madrid.

Key Responsibilities

• Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of Customer Technical call center & dispatching to guarantee the best customers' satisfaction.
• To assist in improving customer service experience using Net Promoter Score (NPS) feedback and Voice of the Customer (VOC).
• Drive the planning for engineers in terms on proactive and reactive activities.
• Take ownership of customer issues, escalating if necessary. This includes regular communication with internal and external customers where required.
• Foster a collaborative and high-performance culture within the team by analyzing and providing statistics for the CTS Team to improve objectives and set KPIs.
• Drive a culture high performance and change management through developing talent, engagement, and D&I initiatives.
• Keep ahead of industry developments and apply best practices to areas highlighted for improvement using associated DBS tools.

The essential requirements of the job include

• Bachelor's degree in a related field (e.g., Biomedical Engineering, Life Sciences,) or equivalent experience.
• Minimum of 5 years of experience in technical support, with at least 3 years in a leadership or management role.
• Strong leadership and team management skills, with the ability to motivate and develop team members.
• Exceptional communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and other stakeholders.
• Knowledge of regulatory standards and compliance requirements in the diagnostics industry.
• Fluent both in English and Spanish

Travel Requirements

• Ability to travel occasionally

It would be a plus if you also possess previous experience in

• Experience in the healthcare industry with multiple examples of successfully leading complex projects and teams with the ability to work independently and part of a team.
• Ability to "think out of the box" and express creative thinking and innovative ideas.