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Director of Customer Service

One Team, One Vision, One Goal

Our Goal is the same as yours:  Reach the best outcomes

Established in 2003, OpSens Medical, a division of OpSens (TSX:OPS), was founded on the belief that our innovative technologies would help to improve cardiovascular disease diagnosis and treatment.  Today, our 2nd generation fiber optic OptoWire™ has been used in over 200,000 patients worldwide and our clinical partners use our products to improve their success rates in challenging peripheral and coronary interventions.  We pursue robust growth, through our own initiatives and key alliances with exemplary partners and commit ourselves to provide solutions to medical professional and patient needs.

In every action we undertake, we adhere to our guiding values, the ones that embody the spirit of our people and the quality of our products. They are the foundation of our commitment to physicians and their patients, as well as our unceasing dedication to making a difference

Position Summary

The OpSens Medical Director of Customer Service role is a unique position that is ideally suited for a highly motivated and experienced customer service professional looking for a ground-floor leadership opportunity to build out critical capabilities to deliver world-class customer service globally.

This individual will be responsible for overseeing and participating in the execution of the daily operations of the customer service department. Their duties include communicating customer service objectives to their employees, operations, finance and accounting, and the field sales team. This role is responsible for execution of business processes for global customer support, logistics, order fulfillment, general warehousing and distribution center activities, and customer records. This position will also be responsible for working closely with our commercial, field service and operations teams to ensure our efforts and support are effectively aligned to successfully support a positive customer experience to contribute to the achievement of our growth initiatives.

 

Primary Organization Responsibilities

  • Perform a strategic assessment of Customer Service and prepare a plan to then execute the continued build out of enhanced global customer service capabilities.
  • Enhance and maintain a positive working culture that is centered on teamwork, accountability, and a team’s common desire to do whatever professionally necessary to effectively support our customers.
  • Develop and maintain policy and procedures for field logistics, which includes, but is not limited to order fulfillment, field service needs, consignment, returns processing, and all associated reporting needs.
  • Oversee and manage relationship, procedures and policies for 3rd party United States based product distribution center for timely and accurate order fulfillment.
  • Partner with Operations and EMEA-AP leadership to evaluate and implement a European distribution center with all associated processes, procedures, and execution.
  • Respond to customer (both internal and external) requests in a prompt and professional manner and effectively interact with other internal functions as required to provide effective and timely responses.
  • Manage and achieve departmental metrics and participate in the review of department performance metrics.
  • Managing data sets within the enterprise systems
  • Develop and/or refine departmental performance indicators and metrics with an eye to continuous improvement.
  • Collaborate with Engineering and Quality to support efficient complaint handling.
  • Communicate, manage, and complete all transactional items per departmental policies and procedures.
  • Strategically establish and manage departmental projects.
  • Demonstrate effective project management, team collaboration and execution for all projects.
  • Set prioritization on projects that deliver the most meaningful impact for the department and our customers.
  • Escalate issues that require acute attention on behalf of internal and external customers and field representatives
  • Act as internal representative for standard field service requests (such as identifying replacement components, pricing discrepancies and serial/lot traceability); effectively hand off other requests to appropriate internal owners.
  • Oversees returned capital devices and collaborates with Supply Chain on priority of refurbishment

 

Education/Experience

  • Bachelor’s degree in related field.
  • 5+ years experience in medical device customer service and operations or equivalent areas of commercial excellence strongly preferred.
  • Experience in business process creation or continuous improvement activities, preferably in the customer service field, preferred.
  • Skills/Abilities
  • Knowledge of ERP operating systems, preferred.
  • Experience with CRM systems, preferred.
  • Exceptional organizational skills – focused on developing, leading and retaining team members
  • Acute attention to detail and accuracy.
  • Ability to show professionalism, creativity, and initiative to solve problems as well as the ability to follow through to resolution of the problem.
  • Comfortable in a fast paced, evolving, and entrepreneurial organization.
  • Possesses the ability to create new business processes or overhaul existing.
  • Extremely comfortable with accountability and being challenged to improve both their staff and the company’s performance against quality goals
Does this position interests you? Please send us your resume with the position’s title to which you would like to apply at

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