Customer Care Manager

Location

Boston

Apply by

2021-03-12

When you can´t breathe, nothing else matters.

Our vision at Breas is to provide innovative solutions that enable people with chronic respiratory conditions to live life to the fullest.

We are looking for a Customer Care Manager who wants to make an impact and change the world of ventilation for the better.

At Breas Medical, you will get the chance to work on projects of high importance that improve our end users quality of life. Working at Breas Medical will most likely be a new, impactful chapter of your life, and be a great opportunity for growth.

As one of our key talents, you will be joining Breas at a very exciting stage of our journey. We have just launched two new product series within our Vivo range, with a total of seven new ventilator products. These new products enable us in our strive to be our customers preferred choice and the global market leader within the mechanical ventilator product segment.

This exciting position is within our Customer Service/Technical Services department based at the Breas, N. Billerica, MA office.

The Customer Care Manager position is the focal point for all customer facing service related matters within Breas Medical U.S.
The position leads the Customer Service, Technical Support and Service teams located in the U.S., as well as all with dotted-line functional managers Globally.

The Customer Care Manager is a natural part of Breas Medical’s customer facing support activities in the U.S. market, to provide the management team with clear view of Customer Service, Service and Technical Support functions as a business, and leads the U.S. team to ensure support readiness and high level of customer satisfaction. Ensures that our commercial support processes are up-to-date and are implemented in the U.S. and aligned with global processes and U.S. regional nuances in the business. Responsibilities Include:

  • Lead a continuous improvement philosophy in all department activities and functions
  • Lead the Customer Service, Service and Tech Support teams
  • Ensure the U.S. commercial support teams are equipped to provide best-in-class service solutions to customers
  • Implement service solutions and contracts with customers
  • Provide periodic service audits for contracted customers and service centers
  • Implement customer service solutions as commercial support for sales, marketing and service
  • Handle all customer related price files within ERP and CRM. Ensure pricing integrity within U.S.
  • Report Service & Customer Support metrics to the local G.M.
  • Own the service as a P&L within Breas U.S.
  • Plan and execute new service offerings to ensure these are key selling points for Breas
  • Deliver service education/training in the Americas within Product launch plans
  • Ensure service processes are set up and working properly in the U.S.
  • Lead the operations of  Customer Service,  Tech Support teams
  • Ensure correct use of CRM for all inbound and outbound customer communications (eg MS Dynamics)
  • Ensure correct use of Service processes (eg JIRA)
  • Ensure correct use of Sales Order processes (eg JDE)
  • Closely co-operate with Production, Quality and other departments (e.g. R& D)
  • Support other Service / tech support specialists within the organization with coaching, problem solving, advice and training
  • Set the right focus and prioritize the repairs for the Service team
  • Provide metrics for a U.S. view point, supporting the GM in the businesses
  • Communication with regions, solving issues related to service
  • Report key issues to QARA, Engineering and work together on solutions
  • Improve customer service & technical  service processes and adherence to them
  • Maintain service contracts with distributors and customers

Experience:

  • B.S. or relevant degree is required. M.S. a plus
  • Biomedical Engineer is a plus
  • Minimum of 3 Years Supervisory or Management experience required
  • Experience working with a medical device manufacturer a plus

Apply

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