EMS is a global leader in the design, manufacturing, and sale of devices used for medical and dental treatments. With over 40 years of expertise, EMS embodies Swiss precision and craftsmanship, delivering innovative solutions in:
Urology
Shock Wave Therapy
At EMS, we are driven by our core values: Respect, Excellence, and Client Orientation. Our mission is simple: to ensure happy and healthy patients, successful clinicians, and passionate partners through the least invasive and clinically proven treatments.
MISSION
The Customer Care Manager oversees the end-to-end customer experience within Global After Sales. This includes expanding service offerings, case management, training, performance management, digitalizing customer journeys, and improving customer satisfaction. The role requires leadership, expertise in after sales and customer service, and the ability to inspire cross-functional teams.
TASKS & RESPONSIBILITIES
Leadership & Team Management:
Lead, mentor, and coach the customer care team to deliver exceptional service.
Set performance goals, track KPIs, and provide regular feedback.
Foster a collaborative and high-performing team culture.
Prepare and share monthly performance reports with relevant stakeholders.
Customer Support:
Oversee daily customer service operations and ensure timely issue resolution via phone, email, chat, and social media.
Resolve escalated customer complaints professionally and empathetically.
Support affiliates by providing documentation and answers.
Conduct regular visits and audits with internal and external customers.
Quality Assurance & Continuous Improvement:
Monitor customer interactions to maintain high service standards.
Develop training programs to improve team performance.
Identify process improvement opportunities and collaborate with other departments for implementation.
Track warranty costs and work with technical teams to reduce them.
Customer Experience:
Optimize case management workflows for efficient and satisfying customer interactions.
Support the deployment of CRM/ERP systems to digitalize the customer experience.
Implement and track NPS/CSAT to monitor customer satisfaction.
Advocate for customers by analyzing feedback and driving improvements.
Training & Certification:
Develop and deliver technical and commercial training for After Sales.
Create procedures, tools, and certification methods for training programs.
Design and maintain training materials aligned with company goals.
Reporting & Analytics:
Provide regular reports on customer service performance and trends.
Digitalize reporting for real-time data visualization and analysis.
EDUCATION & PERSONAL SKILLS
Bachelor’s degree in business, Communications, or a related field (or equivalent experience).
Minimum of 10 years in after sales/customer service, with at least 5 years in a managerial role.
Proficiency in English (additional languages are a plus).
Proven leadership and team motivation skills.
Strong communication and interpersonal abilities.
Effective problem-solving and conflict-resolution skills.
Proficiency in ERP, CRM systems, and Microsoft Office Suite .
Ability to adapt to changing priorities in a fast-paced environment.
BEHAVIORAL COMPETENCIES
Teamwork and Collaboration: Builds and maintains positive working relationships while demonstrating respect, empathy, and understanding. Contributes to a harmonious and productive team environment.
Adhering to Principles, Acting with Values and Integrity: Demonstrates honesty and integrity, adhering to ethical principles and EMS’s core values. Ensures compliance by diligently following policies, rules, and regulations.
Excellence in Execution: Consistently plans, organizes, and delivers high-quality results. Exceeds expectations through strong execution and timely task completion.
Agile Thinking: Demonstrates flexibility and adaptability to change while proactively solving challenges. Adjusts quickly to new conditions with resilience and creativity.
Innovation and Creativity: Encourages imaginative thinking and generates new approaches and solutions. Actively seeks opportunities to improve processes, products, and services.
WHY JOIN US?
At EMS, we offer an exciting opportunity to be part of a global and successful company, where you can thrive in a pleasant and supportive work environment. Enjoy the benefits of a future-proof, permanent position with a flexible and self-responsible working culture, all within the framework of our unique “I Feel Good” corporate culture .
We take pride in fostering diversity and inclusivity in the workplace, encouraging individuals from all backgrounds to join our team and contribute to our mission.
Job Title: After Sales Customer Care Manager
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