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Director, Customer Service and Support International

Location
Dusseldorf, Germany
Job Category
Customer Support
Employment Duration
Full-Time Regular
Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-the-box thinking that only a diverse, well-rounded workforce can bring.

Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients—one where medication errors are a thing of the past. You’ll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell!

Director, Customer Service and Support (International)

The
Director of Customer Service and Support (International)
is a member of the extended Omnicell international operations leadership team and the extended International management team. The position is responsible and accountable for delighting Omnicell’s customers and driving growth/profitability of the Omnicell service contract business across all international markets. The role will establish the center of excellence for service of all products across Omnicell international as well as acting as an interface for Omnicell’s OEM partnerships. The person will be a business and customer success enabler through proactive planning and execution to ensure customer and business goals are met and exceeded. The person will have experience of implementing global processes and deploying systems that enable the required customer and business outcomes.

Responsibilities

Customer (50%)

Delight customers through the development and delivery of a high quality, differentiated and consistent customer service experiences across all products and channels that matches and exceeds the expectations of the most demanding customers.

Drive key customer success programs to ensure customers are achieve the desired outcomes with the full array of Omnicell solutions.
Define, agree and deliver key performance indicators (KPI’s)to show critical performance of products and service business as a whole including Customer satisfaction, NPS, resolution time, MTTF, MTTR and service P&L profitability targets.

Organization (25%)

Develops the international service organization's strategy and leads the overall performance of people and processes to achieve the highest levels of customer satisfaction while maintaining or improving existing service levels, must create the structure, develop the processes, and lead selection of the technology of the service organization.

Provide senior management for all aspects of customer support including help-desks, field service, service operations, contract management, reverse logistics, demo pool and customer success management.

Drive day to day activities of all functions
Develop the organization to align with the Omnicell desired behaviors and values to leave a lasting and positive customer impression.
Select and Implement key systems and processes required for delivery of all aspects of desired customer experience within all territories in Omnicell International

Financial (25%)

Increase the revenue (new service offerings and pricing options) and reduce the costs (increase revenue per FTE through automation) of the service organization by implementation of process improvement, technology and service organization resource optimization/cost reduction to ensure service P&L is performing as per financial targets.

Partner with Product, Sales, Managed Services organization and marketing to create and commercialize new service products to grow the international service business at > 15% YOY growth

Required Skills
Bachelor’s Degree or Equivalent in related field
10+ years of experience in leading multiple technical support functions including technical helpdesk, field service, service contracts management and customer success management. Regulated environment preferred.

Experienced in the delivery of customer service in direct and distributor markets
10+ years’ experience in hands on management of a service P&L
Previous facility management experience.
Experience in providing services to agreed SLA’s\OLA’s and reporting on the same
Experience in extracting and analysing data reports and measuring functional performance
Out-of-the-box independent thinker who can initiate and establish working procedures.
Travel to customer or other Omnicell locations (30%)
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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