Customer Service Manager Benelux

Overview

Malvern Panalytical BV, is looking for an ambitious Customer Service Manager, who will be responsible for customer service in The Netherlands, Belgium and Luxembourg. In this role you manage a team of Customer Support Engineers focusing on installing, maintaining and repairing field based analytical instrumentation. You are responsible for financially growing and operationally running the customer support activities within the Benelux.

• You will be entrusted with making sound strategic and transparent tactical decisions that reflect on Malvern Panalytical’s reputation, profitability and customer retention.
• You will manage, motivate, develop and maintain a group of geographically dispersed CS Engineers and other Customer Support staff (when applicable) to meet and exceed the current and future needs of our customers.
• You will draft a CS strategy for the region in line with global objectives and will be responsible for the deployment, implementation and enforcement of the resulting processes in the assigned territory, in line with the overall CS Strategy.
• You will measure and improve the CS business along well defined Key Performance Indicators (KPI’s).
• You will partner up with relevant groups within Malvern Panalytical (senior CS management, Sector Sales Management, Demand Management Group, 3rd line Technical Helpdesk, etc.) to ensure the highest level of efficiency, profitability and customer satisfaction.
• You address all escalations in line with standard protocol – include action plans, follow ups and debriefs with direct communication with customers and the Regional CS Director.
• You ensure that Customer Service processes are executed in line with the globally/regionally agreed policies.
• You oversee and manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees.
• You monitor time sheets, expense reports, and time off requests in conjunction with the Malvern Panalytical HR policy.
• You coordinate the attendance of CS engineers at training sessions at the relevant Malvern Panalytical training centers, including COBE and H&S training.
• You manage administrative tasks as required for the BNL CS Business.

• Knowledge of PC operating systems, and MS Office Suite
• Proficient using Salesforce and SAP4/HANA
• Ability to travel both locally and internationally
• Fluent in Dutch and in English

• Flexible with a high customer focus
• Working in a structured and well organized way
• Hands-on result driven team-player
• Strong problem-solving skills
• Autonomous

• An interesting job in an international high-tech company
• Comprehensive training
• Competitive remuneration package
• Company car

YES, I WANT THIS JOB! Please apply online in Work Day.

About Us - Malvern Panalytical, Micromeritics And Sci Aps. Together we are a powerful and highly complementary combination of market leading technologies. We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery. Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals.

Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure. Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery. Our leading technologies measure surface area, porosity, density, adsorption and particle activity. Sci Aps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment.

Sci Aps is the Center of Excellence for our handheld instruments. We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia. We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all…