Head - Customer Support - Institutional - Scientific Instruments Firm

The role is with a Company in Scientific Instruments.

- The Instruments go into Laboratories and Academic Institutions.

- This individual's responsibilities will include, but may not be limited to the following specific responsibilities:

- To attain both good customer experience and overall commercial goals.

- Implement Scientific Support strategies, ensuring alignment with the business units and country plans. Achieve the business and strategic objectives.

- Delivery the best in class customer experience & achieve at minimum customer allegiance score target.

- Ensure optimal utilization of Scientific Support team

- Identify and evaluate market opportunities for growth - Effectively utilize scientific support team for creating demand for emerging technologies or market segments.

- Partner with other members of the management team, globally and in the region, to implement cross-functional strategies. Work in close coordination with Service, Commercial, logistics team & introduce innovative ideas to jointly promote Value of Sales and Service team.

- Monitor market intelligence and keep abreast of competition; and provide crucial inputs to commercial team.

- Lead a commercially-savvy technical team; hire, motivate, and retain staff, to build a solid organization.

- Actively participate as a member of the leadership team.

Qualifications & Skills :

- Post graduate degree in science with at least 10 plus years of experience of in the relevant field with minimum 5 years of managerial experience specifically around people management

- Familiar with the Service and Support functions within a commercial environment.

- Possess excellent problem-solving and negotiation skills.

- Capable of multi-tasking, handling projects in conjunction with daily activities.

- General business process understanding of service management, field service, field sales.

- Capable of multi-tasking, handling projects in conjunction with daily activities.

Leadership :

- Acts in accordance with the moral and ethics of the organisation

- Strives for excellence and sets good examples for others

- Steps forward to address difficult issues

- Inspires confidence and respect