Services Excellence Lead, QuidelOrtho, Riyadh, Saudi Arabia

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

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The Opportunity

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

QuidelOrtho has a new opening for a Services Excellence Lead to join our team in Saudi Arabia! Due to our strong commercial success, and the high growth expectations, we are looking to hire top talent to join us on this exciting journey and support our continued expansion across 2024 and beyond!

Your new role: The Services Excellence Lead is a key member of the EMEA Services Department. You will be interfacing at all levels, including Cluster Director, Product Support Managers, Marketing Managers, Administration, throughout first Saudi and second the GCC countries. You will be responsible for all the service activity in Saudi, managing the field team (either direct or working for the distributor). You will have a high capacity of managing by influence and being able to have an analytical approach to reach the service excellence in this region. You will ensure customer satisfaction and loyalty by providing with your team (direct or indirect) high level of support and optimal performance of the QuidelOrtho install base across Saudi. You will be working closely with the Business Team in order to define the service strategy and implement it successfully. You will be managing / monitoring distributors performance in GCC Cluster. You will be proactively monitoring the systems base, MOD / PM deployment and training gap closure of all GCC distributors.

What you will be doing for all the GCC territory:

• Coordinate the support to be provided by distributors to maintain high level of end user satisfaction: training, communication, follow-up, support assessment, modifications, increase of Econ rate, follow-up on NPS.
• Plan country visit, perform customer visit along with distributors in order to get customer feedback and concern (focus on KOL).
• You will be the key contact points on all service and product support management aspects. Follow-up on Red Alert along with second level to ensure issues are resolved in timely manners and avoid customer frustration.
• Conduct business in a professional/ethical manner consistent with QuidelOrtho ethics business practices.
• Monitor distributor's KPIs and proposing the relevant corrective actions updating distributor dashboard accordingly.
• Propose a dedicated monitoring, controlling & enhancing system for technical activities related to VAS in Saudi.
• You will be expected to travel throughout GCC and other EEMEA cluster if needed.
• Have a clear analytical approach of the services activity, specifically in Saudi to drive some needed actions with our direct or indirect team in Saudi. Defining with the team the action plans and following the results. Achieving the level of KPI expected by the QuidelOrtho organization. Monitor, maintain and enhance distributor KPI’S, update dashboard accordingly.
• Ensure our distributors using our tools (QuidelOrtho care portal, smart service …), follow-up on PM/MOD reporting.
• Monitor and close training Gap knowledge transfer (training).
• Customers visit with more focus on Saudi KOL customers.
• Monitoring, controlling & enhance all the technical activities related to VAS.
• Travel and visit other distributor in GCC cluster (1 visit per year).

The individual:

• Bachelor's Degree in Biomedical or Electrical Electronics Engineering.
• In total 5+ years experience, at least 2-3 years experience in a lead position, managerial skills are - highly important.
• Experience in a multinational organization is a plus.
• Fluency in English is mandatory / and Arabic is preferred.
• Good communication skills, and ability to work under pressure.

DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!

https://orthoclinical.wd1.myworkdayjobs.com/en-US/Search/job/Saudi-Arabia---Work-From-Home/Services-Excellence-Lead---Saudi-Arabia-and-GCC_R0013557


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