Category : Management

Customer Service Manager - North America
Job Code: 2010-10
Location: North America, Other

Quantel USA specializes in consulting services, R&D of military and commercial laser components and systems, ruggedized laser systems for field applications, medical applications, problem solving in optics and resonators, prototype system development and specialty laser subassemblies such as Q-switches, pump cavities, frequency doublers, oscillators and amplifiers.

JOB SUMMARY: The Customer Service Manager is responsible for all aspects of customer care for all Quantel SA products. This includes; Dermatological products (Derma), Ophthalmology (Ophtha) products [laser and ultra sound] and Industrial and Scientific Lasers (ISLD) product. This position provides a key function within the Quantel group for providing services to customers while maintaining strong service processes, with the main focus being on promoting customer satisfaction and long term sales growth.

ESSENTIAL FUNCTIONS: • Responsible for customer care, repair services and parts supply of all Quantel SA products sold in North American. • Define the North America service strategy for all products ensuring customer satisfaction is achieved within established timelines and budgets. • Work closely with the Product Line Managers (PLM) and CEOs from all divisions to establish and ensure that service is in compliance with their product lines’ expectations. • Enforce service policies set force forth by the PLMs and upper management. • Help identify potential service product that would support sales targets. • Create a strong cross trained service team environment within the service group. • Work with quality to ensure products and services meet the required the specifications and are repaired in accordance with established methods and standards, giving feedback to other groups in the organization as required. • Train internal, and field service personnel and representatives in other parts of the organization and around the globe as required. • Participates in the Engineering Change Notification (ECN) and Product Recall processes insuring changes to products are implement properly and efficiently. • Work with parent and sister company’s service departments to define intra company strategies. • Participates in the Internal Quality Audits (IQA) process auditing the company’s quality system on an as needed basis. • Participate in establishing annual budgets for the department. • Other duties as requested by management.

• REQUIRED QUALIFICATIONS: • BS or MS in Physical Sciences, Engineering or Laser/Electro-Optics or equivalent experience. • Minimum of ten (10) years experience in a North American Customer Service management in the laser/photonic/medical industry, with yearly budget >$3.0M, along with a track record of achieving targets. • Background in the repair of medical product and understands medical reporting requirement. • Strong leadership skills that welcome change and can build a positive work environment. • Strong management skills and experience managing a team of inside service technicians, field service technicians, and service administration personnel. • A sound pattern of using facts and data to solve problems and make difficult and pragmatic decisions. • Excellent verbal and written communication and negotiation skills, as well as an ability to work autonomously. • Skills with the use of Enterprise software and Contact Relationship Management (CRM) software to track customer contacts and the use of common computer software including: applications such as MS Word, Excel and Project. • Experience in the use of web base service tools. • An understanding of customer service processes including Return Material Authorization (RMA) processes. • Must be organized and detail oriented. PREFRRED QUALIFICATIONS: • Ability to speak French and German • Familiarity with European work environment or interest in international environments a plus. • Familiarity with Visual Enterprise Resource Planning (ERP)

Handled By:
Sara Fisher
Quantel USA
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