Responsibilities Location Villepinte, FR Job ID REQ-054495

Purpose

The Senior Service Manager ensures the delivery of the OneSource services contractually defined in the contract. He/she is the customer's main point of contact, understands his/her needs and implements the necessary action plans to guarantee customer satisfaction.

The Senior Service Manager supports the teams directly assigned to him or her and works closely with the other Program Managers to deliver effectively together, ensuring the continued development of the account.

Reporting: General Manager Account

Internal:

Supervises assigned teams (Service / Quality / Safety)Collaborates with all OneSource teamsCollaborates with support services (Customer Care / Purchasing / Compliance / HR / Shared Service Center)

External:

Ensures the commercial and operational relationship with the customerPrepares and facilitates governance meetings

Significant Activities

Based on the Client's Global strategy, in compliance with contractual commitments and QHSE rules:

Liaise with site managers and support teams to ensure a full understanding of the customer's contract requirements, specifications, business needs, and laboratory processes in order to position PerkinElmer's laboratory services products to meet their needsMeet with customers, assess the level of customer satisfaction, and assess customer value drivers that can then be translated into product and service offerings and solutions to add value to customersEnsure the team has the skills and expertise to provide top-notch service and supportEfficiently deploy the designated team to meet customer demand in the regionDevelop and maintain ongoing communication and a strong working relationship with peers in order to understand and manage resource availability and limitationsEnsure or oversee adequate coverage planning and coordination to meet client needsDevelop and deploy resources appropriately to meet customer needsFoster talent development, overall business performance, and succession planning through active support and deployment of performance improvement processesAddress disciplinary issues and/or performance issues, as necessary, in accordance with company policy

Responsibilities

Mentors and develops the assigned teamDefinition and adaptation of client's global strategy within its scopeDeployment of client's strategy on its perimeterGuarantee of the proper delivery of the services providedOptimization of services, processes and resourcesIdentification and development of growth opportunitiesCompliance with QHSE rulesRepresentation of the CompanyProposal for Improvement of Procedures

Specific professional knowledge

In-depth knowledge of Service Strategy Construction and DeploymentGeneral knowledge of finance and P&L managementIn-depth knowledge of Customer Relationship ManagementIn-depth knowledge of Project ManagementFluent English (reading, writing, speaking)Advanced level on MS Office Suite

Profile

Diploma or level Bac+5 or higher in Science or Commerce or equivalent experienceManagerial experience in customer service (ideally in a pharmaceutical environment)Sense of customer serviceExcellent interpersonal skillsAbility to bring people togetherTeam spiritAnalytical Skills