Head of Customer Care 80 - 100 % (f/m/d)

at  Hamilton Company

True to the vision “We drive innovation to improve people’s lives”, the Hamilton companies have been providing solutions for the health sector since 1950. We are an innovative pioneer in the fields of ventilators, automated pipetting, sample management and in the development of process sensors.
The Business Unit Robotics develops, produces and distributes pipetting robots for the automation of liquid handling processes for a wide range of customers from the pharmaceutical and food industry, all the way to cell and DNA research.
How you can make a difference:

We drive innovation to improve people’s lives! Work with us on the future of laboratory automation, as Head of Customer Care.

• Overall responsibility for the development, performance and maintenance of the customer service and care activities of the Business Unit Robotics
• Direct and manage all the customer activities including Technical Support, Field Service, Service Documentation, Service Training, Repair and Order Processing. This department consists of approx. 40 employees
• Thought leadership of the team including coaching and development
• Act as ambassador between the headquarter and the regional subsidiaries (EU and Asia)
• Develop the technical and product service business, from strategy to execution
• Develop relationship and assistance between customer service, care department and other Robotics departments including Operations, R&D, QM, Marketing, and the sales and service subsidiaries
• Collaborate with product management to support the development of new digital service products and service business models, and the creation of marketing material
• Improve profitability and growth in accordance with the Business Unit Robotics Strategy

Learn more about our liquid handling systems here:
https://www.hamiltoncompany.com/automated-liquid-handling

That’s what you bring along:

• At least 5 years’ experience in an international service and support management position, preferably in the laboratory equipment market
• Master in natural sciences like biology, chemistry, or engineering disciplines
• Good knowledge about the global laboratory instrumentation or similar market
• Knowledge in global Life Sciences regulations such a IVD-R, FDA, and GxP
• Experience in field service, service training and global support
• Commercial training and several years of experience in the export/import sector is a plus
• Strong leadership skills that help to lead and guide colleagues within the matrix organization with or without direct authority
• Good sense of service business trends and digitalization
• Excellent presentation skills and a strong teamwork approach complete the profile of the ideal candidate
• Language: German and English fluently, understanding Swiss German is a plus

Learn more about career opportunities at Hamilton at
jobs.hamilton.ch
.
Do you share our values and feel at home in a cooperative and down-to-earth environment? At Hamilton, we not only offer a motivating working environment, but also various leisure activities and modern working conditions. Our interactions at eye level encourage open communication and a pleasant working environment. Become part of a team where your skills are valued and innovative ideas are fostered. Interested? Then apply online using the “Apply now” button. If you have any questions, please contact us at
jobs@hamilton.ch
with the following details:
Reference: JR-4110-fjb/Contact: Susanne Berndonner
Applications by post or e-mail can unfortunately not be considered

Please refer the Job description for details