Customer Service Director
Location: Barcelona, Spain
Sector: Life Science Research, Biotechnology
Languages: Spanish and English.
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A leading global diagnostics organisation is seeking a Customer Service Director to lead its regional Customer Service function. This is a strategic leadership role overseeing service and operational excellence across infectious disease and molecular diagnostic product lines, driving performance, and ensuring a seamless customer experience across Europe.
You will lead a high‑performing team, strengthen service delivery frameworks, and collaborate cross‑functionally to ensure customers receive world‑class service within a fast‑moving healthcare environment.
This role is based in Barcelona and requires experience in regulated medical technology environments (IVD, diagnostics, medical devices, or similar).
Key Responsibilities
* Strategic Leadership: Own and drive the regional customer service strategy aligned with commercial and operational objectives.
* Team Management: Lead and develop a team of direct reports to deliver high‑performance and continuous improvement.
* Cross‑Functional Collaboration: Work closely with Sales, Marketing, Supply Chain, QA/RA, Finance, and Technical Service to optimise service delivery.
* Customer Excellence: Oversee order management, complaint handling, and service workflows to ensure a seamless customer experience.
* Salesforce Ownership: Drive effective and compliant use of Salesforce for case management, reporting, and workflow optimisation.
Key Requirements
* Experience in customer service or customer facing roles within diagnostics, IVD, or molecular testing.
* Strong understanding of infectious disease and molecular diagnostic workflows.
* Proficient user of Salesforce for service and case management.
* Excellent communication, analytics, and stakeholder‑management skills.
* Fluent English and Spanish, additional European languages advantageous.
* Based within the Barcelona Region.
On Offer
* Strategic leadership role with high visibility across the regional and global organisation.
* Opportunity to shape customer service operations within a cutting‑edge diagnostics environment.
* Competitive compensation, benefits, and career growth within a world‑leading healthcare innovator. xsgfvud
* Hybrid Working Environment.