EMEA Export Support Lead

The EMEA Export Support Lead will develop and execute customer service initiatives in the EMEA Export region to support our channel partners, while leading a team of service and application specialists. Current service initiatives include developing a robust second-level support system, implementing service digital platforms (like Microsoft Dynamics CRM) across the region, developing and managing the Dubai Sebia University Hub and advancing our Service as a Business strategy. The EMEA Export Service Lead will utilize strong organization, managerial skills, and close relationships with our channel partners to help drive the region's growth.

Key Responsibilities:

Building and Leading a team:

The EMEA Export customer support lead will be involved in building and developing a highly skilled service and applications team, providing leadership and mentorship to foster a culture of excellence and continuous improvement. They will develop and implement team goals and performance metrics to ensure high standards of service delivery while encouraging collaboration and knowledge sharing within the team and across departments to enhance problem-solving and customer support capabilities.

Collaboration with Channel Partners:

Establish and maintain strong relationships with channel partners to ensure consistent and high-quality service and applications support. Coordinate training activities and resources to support channel partners. Utilize KPIs and metrics to drive the service performance of channel partners. Facilitate a system of frequent and regular communication and feedback with channel partners to ensure the highest level of service delivery.

Second-Level Support Structure:

With the Global System Support team, implement and oversee a robust second-level support system to support Channel Partners and their customers. Collaborate with multiple internal and external stakeholders to ensure an efficient and rapid escalation process. Utilize KPIs and metrics to continuously improve service delivery.

Service as a Business:

With the Global Service Business Director, develop and execute strategies to establish customer service as a profit center. This includes revenue-generating business models and monitoring and maintaining service profitability. Work directly with sales, marketing and channel partners to help develop Service as a Business within the region.

Digital Service Platforms

Lead the implementation and launch across the region for 1) Microsoft Dynamics CRM and 2) a new Sebia Knowledge Base (customer/channel partner web portal). Ensure the development and proficiency of support staff on these platforms. Oversee compliance with and use of these platforms. Use the KPIs and metrics from these platforms to drive improved service delivery and market objectives.

Training Management:

Develop and manage the Dubai Sebia University Hub. The Sebia University Hub acts as a training center for channel partners across the region. It acts as a top-of-the-line facility to host customer educational and marketing events.

Training: Collaborating with the Global Training Manager, evaluate and revamp the training processes used within the region to enable channel partners and their teams to drive market growth. Utilize KPIs and metrics to ensure training compliance, efficiency and performance within the region.

Hosting: Collaborating with the EMEA Marketing team, hosting key regional educational, marketing and customer relations events to support the business objectives. Manage the University Hub's professional perception to ensure the company's best presentation towards customers and channel partners.

Qualifications:

Bachelor's or Masters degree in engineering, biomedical, or biological sciences.

Minimum of 3 years of experience in customer support management, preferably within the EEMEA region.

Proven track record of setting up and managing support structures and their associated digital platforms, including CRM.

Experience in service business models, service P&L management, and measuring and driving profitability.

Excellent leadership, communication, and interpersonal skills within a fast-paced, multicultural environment.

Experience collaborating, influencing and leading others within a matrix organization is a significant advantage.

Fluency in English is mandatory; proficiency in additional languages relevant to the EMEA region is a plus.

Competencies:

Leadership: Demonstrates the ability to lead and inspire teams, driving high performance and fostering a positive work environment.

Strategic Thinking: Capable of developing and implementing long-term strategies that align with business objectives.

Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers.

Problem Solving: Uses rigorous logic and methods to solve complex problems with effective solutions.

Communication: Convey information and ideas to individuals or groups through various media clearly and efficiently.

Collaboration: Effectively works with channel partners to enhance service delivery and support.