Customer Service Director
Customer Service Director
Location: Barcelona, Spain
Sector: Life Science Research, Biotechnology
Languages: Spanish and English.
A leading global diagnostics organisation is seeking a Customer Service Director to lead its regional Customer Service function. This is a strategic leadership role overseeing service and operational excellence across infectious disease and molecular diagnostic product lines, driving performance, and ensuring a seamless customer experience across Europe.
You will lead a high‑performing team, strengthen service delivery frameworks, and collaborate cross‑functionally to ensure customers receive world‑class service within a fast‑moving healthcare environment.
This role is based in Barcelona and requires experience in regulated medical technology environments (IVD, diagnostics, medical devices, or similar).
- Strategic Leadership: Own and drive the regional customer service strategy aligned with commercial and operational objectives.
- Team Management: Lead and develop a team of direct reports to deliver high‑performance and continuous improvement.
- Cross‑Functional Collaboration: Work closely with Sales, Marketing, Supply Chain, QA/RA, Finance, and Technical Service to optimise service delivery.
- Customer Excellence: Oversee order management, complaint handling, and service workflows to ensure a seamless customer experience.
- Salesforce Ownership: Drive effective and compliant use of Salesforce for case management, reporting, and workflow optimisation.
- Experience in customer service or customer facing roles within diagnostics, IVD, or molecular testing.
- Strong understanding of infectious disease and molecular diagnostic workflows.
- Proficient user of Salesforce for service and case management.
- Excellent communication, analytics, and stakeholder‑management skills.
- Fluent English and Spanish, additional European languages advantageous.
- Based within the Barcelona Region.
On Offer
- Strategic leadership role with high visibility across the regional and global organisation.
- Opportunity to shape customer service operations within a cutting‑edge diagnostics environment.
- Competitive compensation, benefits, and career growth within a world‑leading healthcare innovator.
- Hybrid Working Enviornment.
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