Associate Director, Global Product Support – Service Excellence | (Associate) Director Global Product Support – Service Excellence (f/m/d)

Job Summary

As the Associate Director, Global Product Support, you will lead the European Global Product Support team, focusing on enhancing service quality for automation solutions in the life science and diagnostics industry. You will be responsible for managing budget, performance, and continuous process improvement, ensuring service requirements are integrated throughout the product lifecycle. A key part of your role involves tracking and improving KPIs like NPS and installation failure rates to boost customer satisfaction. You will also design technical training programs, oversee 2nd and 3rd-level support, and leverage CRM systems for operational efficiency. This role is ideal for a leader passionate about customer service, who can drive data-driven improvements and foster a collaborative environment.