Provide an excellent customer experience for highly complex installations.
Build a strong relationship with the sales department and other support areas.
Lead your team to a more strategic and high-performance level, using the team’s high technical knowledge to promote detailed data analysis that promotes proactive actions for customers.
Help create training plans for field teams and develop the skills needed for the company’s new challenges.
Foster a collaborative and inclusive work environment that promotes innovation and continuous improvement.
Build a strategy to support installations and new projects at key customers.
Define key performance indicators to measure the effectiveness of project implementation and customer experience.
Monitor and analyze service metrics to drive continuous improvement.
Resolve complex customer issues and escalations with professionalism and empathy.
Work closely with cross-functional teams to ensure cohesive service delivery and consistent messaging.

Proven experience leading, mentoring, and scaling high-performance technical support or field service teams, ideally within the IVD (In Vitro Diagnostics) sector.
Demonstrated track record of leading complex installations and large-scale projects from inception to completion, managing timelines, resources, and budgets.
Strong analytical mindset with the ability to leverage complex data, establish clear KPIs, and translate metrics into proactive, cost-efficient action plans.
Exceptional communication and stakeholder management skills, with a proven ability to build strong partnerships across Sales, Marketing, Operations, and global/local teams.
A passionate advocate for the end-to-end customer experience, possessing the empathy and professionalism required to resolve complex customer escalations.
Familiarity with modern digital solutions and tools, alongside experience designing training frameworks to upskill field teams for future business challenges.
Advanced or fluent English is mandatory.

Cluster Service Manager

Key skills