Boston Scientific Strategic Service Management Supervisor 

Netherlands, Limburg 

115226827

Netherlands-Kerkrade; N/A

Key responsibilities:

Strategic Service Management

• Oversee the deployment of Global Customer Care (GCC) solutions for in- and external customers in one or multiple countries. This deployment occurs in collaboration with other departments that are taking care of the commercial aspects of the account and/or more operational/process related support for customers.

• Analyze and interpret customer insights to identify order and/or service management improvement opportunities, suggest data-driven process and/ or system enhancements for customers, define unique solutions and champion implementation of them.
• Help the team to build a long-term relationship with the customers by proactively monitoring customer’s performance and by supporting the customer’s during his improvement journey through period revisions and by highlighting opportunities.
• Seek the support of other teams/department to ensure a 360° customer centric approach to help the customer reach the agreed goal/KPI.

• Support team to continuously seek and drive improvements through customer journey mapping and other techniques as well as by piloting new tools / ideas and sharing these for others to leverage.
• Share experience & knowledge in a variety of situations to accomplish defined goals at customer, GCC organization and/or even broader BSC level.
• Support team on the delivery of training/communications related to solution delivery being prepared by the change management team.
• Enable and drive interaction with colleagues within the GCC organization, particularly the Technology & Solutions team on the definition, deployment and/or support of GCC solutions.
• Impact quality and effectiveness of service activities by the customer as well as within own team and other related teams

Leadership

• Coach team members on delivering solutions to in- and external customer by sharing best practices and concrete examples of customer engagements, offer alternatives, and provide constructive feedback to create a customer centric mindset across the team
• Ability to manage and inspire a country or multi -country team, supporting local needs with in parallel a focus on the regional goals.
• Represent BSC in various customer meetings/forums, with a 'understand for being understood' attitude, to establish partnerships
• Demonstrate effectively presenting customer pain points/ topics in an easy-to-understand manner and facilitating meetings with internal stakeholders
• Seek to focus on increasing service capability offered by the Global CustomerCareorganization and other areas of the business working as a team member and help lead larger projects which improve global delivery capabilities

Change Management

• Benchmark and Share Best Practices
• Lead successful creation and execution of Change Management processes, policies and procedures in the deployment of solution delivery
• Communicate effectively to all affected by the change
• Ensure self and/or through team that the customer is ready to take on board the system changes, training is carried out, sustaining activities are identified and productivity and performance improvement measures are in place.
• Work with colleagues in the broader Global Customer Care organization and moreover on the Technology & Solutions team to share best practices
• Standardize communications to customers and stakeholders.
• Interacts with all levels of employees, answering questions and providing guidance and information on the solution delivery strategy, roadmap, systems and tools

Project Management

• Develop plans and schedules for assigned projects (roadmap), identify the resources required and form teams as required to complete the activities, using GCC project management systems, tools and methodologies.
• Enabling team to successfully lead solution delivery projects with customers themselves.

• Identify and coordinate all activities required to complete the project or task through the team.
• Ensure timely project completion ensuring current policies and practices are followed and keeping accurate documentation.
• Identify, communicate, and manage moderate to complex levels of technical risk and/or people management related impact.

Qualifications:

• Bachelor’s or Master’s degree in related field
• Demonstrate (with team) Customer Centric and solution driven mindset
• Extensive knowledge of Global Customer Care applications, covering Order Management, Service Management, including Field Inventory and Field Service space. Examples are EDI/Salesforce.com/gFIM
• Experience partnering with the Information Systems department and managing system implementation projects, SAP, Customer Services systems (e.g. EDI, Esker, Service Cloud)
• Understanding of workflow tools, MS Office (Excel, PowerPoint, MS Project, Visio).
• Experience in leading teams (multiple locations)
• Change Management skills
• Ability to communicate across all management levels of the organization
• Drive Creativity and Innovation
• Support team with Problem solving and decision-making skills
• Program / Project Management skills
• Business knowledge in English and German is a must

What we offer you:

• Attractive benefits package - very competitive salary (including 8% holiday pay, 13th month and yearly bonus)
• 30 days of annual leave
• A very good pension scheme
• A stock purchase program
• Excellent training/development programmes to influence your career
• Inhouse gym facility (free of charge)
• Option to lease a (electric) bicycle
• Inspirational colleagues & culture
• Fast Growing and innovative environment
• A team-oriented company culture
• International opportunities