Responsibilities

You work with the Customer Service management team to define priorities that are coherent and aligned with the department’s objectives in terms of quality and operational excellence.
You develop the implementation and monitoring of performance indicators linked to quality, operational excellence and departmental objectives.
You develop management tools to help facilitate the management of Customer Services’ teams (Excel reports, PowerBI, Odoo, …).
You support the Global Business Owner for Customer Service processes and digital tools: you participate to determine requirements, take part to the implementation and continuous improvement of Customer Service processes in collaboration with the Quality and IT departments. You also ensure their transversal alignment with the processes of other departments.
You participate in the formalization of processes, drafting and monitoring the various procedures, instructions and forms linked to Customer Service and cross-functional processes.
You train Customer Service teams in processes, procedures, instructions, etc., as well as cross-functional staff involved in these processes.
You carry out the general technical configuration of Customer Service digital tools and manage general data masters. You provide training for Trasis employees in the use of and interaction with Customer Service digital tools.
You manage risks identified at departmental level.
You are responsible for managing first-line customer support on quality issues and coordinating them with second-line Quality, Regulatory Affairs, etc. departments.
You are responsible for coordinating the Customer Service department’s operational Quality activities in collaboration with managers, Customer Service and Quality staff (CAPA, deviations, customer complaints, etc.). You ensure communication with customers where necessary.
You take part in internal and external audits.

Profile

You have a Master’s degree Management, in life science and/or electromechanics, or equivalent through experience.
You have at least 2 years’ experience in a similar position.
Experience in pharmaceuticals and/or radiopharmaceuticals is a plus.
You have a strong experience in data analysis, Excel and/or PowerBI reports. Experience with Odoo or Freshdesk reporting is an asset.
You have experience in project management and continuous improvement. Experience in performance management (Lean Six Sigma) – Yellow/Green belt 6-sigma is a plus.
You have knowledge of GAMP, GMP, ISO9001 and ISO13485 quality standards. Knowledge of any other quality system is a plus.
You have a good command of English.
You have a good command of the Office suite and experience with digital customer service tools.
You have good interpersonal skills and the ability to work as part of a team.
You have the ability to think on your feet and have a strategic vision.
You have initiative and decision-making skills.
You are a problem-solver and solution-oriented.
You have excellent communication skills, both oral and written.

Do you want to become a major player in the global fight against cancer?

At Trasis, we give you the opportunity to work with cutting-edge technologies and contribute to the improvement of cancer diagnosis and therapy techniques. Through your actions, you’ll be able to have a positive impact on the services provided to users and patients.

The opportunity to help build and improve processes in a fast-growing company.

We offer you a young and friendly working atmosphere, a flexible and dynamic environment.

An attractive, flexible salary based on your experience and performance, plus fringe benefits.

Service Operational Excellence Specialist

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Service Operational Excellence Specialist