As the Technical Champion of Industry Food Safety & Quality product ranges for the ASPAC region, your primary purpose and overall objective is to support first level AS in other ASPAC countries, improve customer satisfaction, and enhance service business from both technical and non-technical perspectives. You will also be responsible for being the Technical Trainer for key Food Ranges & Solutions. You will contribute to the business success of assigned product ranges by building key customer relationships, providing advanced field support, and driving the training needs for VITEK MS PRIME, VIDAS, and TEMPO applications. Additionally, you will act as the technical expert to understand unmet needs, facilitate soft sales to bioMerieux food ranges & solutions, and assist in the efficient installation of assigned product ranges. Furthermore, you will design, develop, and facilitate technical training sessions for key customers and bioMerieux staff. Your responsibilities will include delivering training sessions, contributing to the training creation process, and coaching subsidiaries on installation, training delivery, and troubleshooting at customer sites or remotely. In managing complaints and support desk activities, you will provide level 1.5 support to subsidiaries and distributors, represent GiCS on QA and Regulatory Compliance meetings, and oversee field actions and complaint management in close interaction with GiCS. Your role also involves improving overall customer satisfaction and service business through ASPAC RiCS workshops, projects, and activities. Additionally, you will develop training materials and identify training needs to enhance knowledge in the region, collaborating closely with Global Service and Marketing teams. To be successful in this position, you should have a Master's Degree or PhD equivalent in a related field of expertise, technical knowledge on at least 1 or 2 ranges of product/system/solutions, a minimum of 5 years" experience in a related function or industry, and knowledge of Customer Handling Process via CRM or escalated process Matrix tools. Soft skills and behaviors that are essential for this role include being committed to customer service, having a sense of urgency, autonomy, and discipline, possessing cross-cultural understanding and agility, being a dynamic learner, a team player, and having the ability to analyze, recommend, and challenge proposals to create effective solutions. You should also be capable of making decisions, providing business-based recommendations, presenting topics to senior management or project team meetings, and utilizing CRM for data and analytics.,
You will be responsible for organizing and facilitating the Customer Service Industrial Applications community across the ASPAC region. In addition to managing the activities of the Regional Expert teams, your key mission will involve partnering with both local and Global Industrial Applications Customer Service teams to develop and implement a customer service strategy for the region. Your contributions will play a crucial role in achieving the 2028 revenue and profit targets by enhancing customer satisfaction and loyalty towards bioMerieux solutions, driving efficiency in service delivery, and evolving customer service activities to align with the commercial model of the region. You will also lead the regional service operations excellence for key indicators. Your main responsibilities will include team development and performance management, where you will build a high-performing Customer Service operations team to ensure excellence in customer satisfaction. You will focus on improving service processes, optimizing service organizations, and monitoring relevant service KPIs. It will be crucial for you to maintain a high level of employee engagement and create a talent pipeline by recruiting, developing, and retaining talents. Additionally, you will lead a range-specific Implementation team and contribute to fostering an Implementation team community for the benefit of all regions. As a strategic leader, you will manage all regional Customer Service procedures and activities to align with the overall business objectives of the ASPAC Industry. You will provide relevant Customer Service insights to the ASPAC Leadership team, ensuring seamless integration of the service strategy with regional objectives. Collaboration across clusters, regions, and functions will be essential for developing a Customer Service network to facilitate best practices adoption and execution. Anticipating future demands and trends in the ASPAC market will also be a key aspect of your role. You will work closely with the Global Customer Service management team to provide customer service inputs and ensure that ASPAC threats and opportunities are identified and addressed. Project management will be another crucial aspect of your role, ensuring the successful roll-out of key service projects and initiatives across the region. Timely deployment of critical system updates, software updates, and Field Actions, as well as maintaining accurate installed base information, will be part of your responsibilities. Your role will also involve compliance, training, and expertise deployment. You will act as an escalation point for resolving complex situations with regional/local compliance and regulatory authorities. Additionally, you will ensure knowledge acquisition and provide field expertise to local Service teams by acting as an expert on the ranges under your responsibility. Driving necessary service processes for direct and indirect markets will also be part of your duties. To be successful in this role, you should have at least 8+ years of management experience with solid technical service experience at a regional or cluster level. A technical degree in areas such as biology, engineering, IT, or service education is required. Experience in customer handling in the IVD/Pharma/Food segment, proficiency in CRM tools, strong leadership and influencing skills, good communication and interpersonal skills in a multi-cultural environment, and the ability to work and travel internationally (approximately 30-40% travel time or as per business needs) are also essential. Fluency in English and a customer-centric mindset are key attributes for this role.,
The position you are applying for plays a critical role in driving the HR agenda of the organization through Business Partnering with the specified client group, implementing Compensation and Benefits strategies at the country level, and ensuring HR compliance. In terms of Business Partnering, your focus will be on Employee Engagement, Performance Management, and Talent Development. You will be responsible for implementing initiatives and best practices to meet the business needs of the organization. This includes succession planning, critical talent identification, and developing countermeasures for attrition. Regular communication with team members and managers will help you understand the pulse of the organization. Moreover, you will act as a coach and guide to stakeholders to enhance the level of business partnering. Collaborating closely with the TA & HR Ops team is essential to drive the selection process and HR processes for the selected client group. Additionally, managing Plant HR related activities will be part of your responsibilities. Regarding Compensation & Benefits, you will closely collaborate with the regional C&B team to implement global C&B guidelines at the country level. Ensuring rigor around C&B Analytics and tracking budget utilization continuously is crucial. Implementing the C&B strategy for bioMrieux South Asia with a focus on differentiated compensation is a key aspect. Timely closure of the annual salary review with high-quality calibrations is essential. Maintaining the accuracy of input on HRIS to have real-time correct data in the system is also part of your role. Furthermore, conducting trainings on C&B for people managers, acting as the Single Point of Contact (SPOC) for all external benchmarking surveys, and assisting in the implementation of the Job Architecture Project are some of your responsibilities. Conducting benefit and policy benchmarking to ensure competitiveness within the industry is also vital. In terms of HR Compliance, you will be responsible for plant HR compliances related to labor law. Managing HR-related Audit aspects, including mandatory trainings for the plant, will also fall under your purview. Collaborating with external vendors to ensure compliance on all HR-related aspects is crucial. To excel in this role, you should possess a good understanding of C&B related aspects, excellent communication and interpersonal skills, strong analytical and problem-solving skills, self-driven and agile approach, and the ability to work effectively with stakeholders in a matrix organization.,