PpAs Head of Customer Services, you are responsible for the overall organization of Trasis’s customer service operations (employees, distributors, and independent contractors). You oversee the entire customer experience within the Trasis Group. You help define the business strategy related to the services and products offered to customers and ensure its implementation. /p h3Responsibilities /h3 ul liYou define the strategy and objectives for your department in alignment with the group’s strategy and ensure their implementation across all entities. /li liYou anticipate changes within the department and drive the necessary transformations, identifying and managing the critical challenges involved. /li liYou participate to the BU management committee. /li liYou oversee the department’s overall performance using key performance indicators, ensuring activity reporting, and implementing necessary actions. /li liYou inspire and align teams around a shared vision. /li liYou identify, anticipate, and manage complex situations (conflicts, underperformance) by implementing appropriate actions and ensuring regular follow-up. You implement a talent and skills development strategy. /li liYou monitor the achievement of objectives and action plans, and ensure reporting on implementation and results. /li liYou develop and manage, in collaboration with the sales team, relationships with distributors in the area of customer service. /li liYou help define the company’s products and services. You will contribute to and monitor the development of new products and equipment in collaboration with other departments. /li liYou ensure the highest level of customer satisfaction worldwide and the proper execution of service contracts. /li liYou develop and organize internal and distributor training programs to ensure the highest level of service. /li liYou ensure that feedback collected from users is shared with the relevant departments to improve products and services. /li liYou proactively develop and maintain close relationships with customers. /li liYou set your department’s budget and ensure its proper management. /li /ul h3Qualifications /h3 ul liYou hold an engineering degree, a master’s degree in a science-related field, or have equivalent experience. /li liYou have 5 to 7 years of experience in a similar role, including team management. /li liYou have a very good command of French and English. /li liYou take initiative and are capable of making decisions. /li liYou have strong analytical and synthesis skills. You have excellent written and oral communication skills. /li liYou are flexible, available, and proactive. /li liYou demonstrate leadership and assertiveness and have a strategic vision. /li liYou are customer-, solution-, and results-oriented. /li /ul /p #J-18808-Ljbffr