Description : Technical Service Administration Back Office Manager. Company : Alcon. Location : Warszawa, mazowieckie
Alcon is the global leader in eye care, dedicated to helping people see brilliantly. With our 70-plus-year heritage, we are the largest eye care device company in the world – with complementary businesses in Surgical and Vision Care. Being a truly global company, we work in over 70 countries and serve patients in more than 140 countries. Alcon Global Services (AGS) is a dynamic team providing critical shared-services support to the Alcon organization worldwide – in areas like Finance, IT, HR, Quality, and more. Our objective in AGS is simple – ensuring the satisfaction of our internal clients and contributing to an outstanding experience for Alcon’s customers worldwide. Globally, we share a bond - seeing better enhances our quality of life. This is your chance to make contributions to a leading company that you can be proud of every day and help make a positive impact that can benefit yourself, your loved ones, your community, and our world! Join Alcon and help the world See Brilliantly! The new Technical Service Administration Back Office Manager will lead the team to deliver excellent Customer service to both the direct customer and field organization. Managing the TS administration processes to meet the service organization’s needs. How you will make a difference:
- Act as subject matter expert to assist in review, design, improve and document processes for end-to-end TS processing according to global SOP's – providing input to global processes and identifying and documenting localizations, as needed,
- Act as super user for the TS systems and processes,
- Responsible for maintaining correct Master Data in all systems,
- Responsible for delivering correct and timely execution of all administrational processes in high quality to secure optimal performance of the commercial and operational KPI's,
- Drive process improvement throughout the team,
- Monitor service delivery performance of Alcon team and take corrective action, as necessary,
- Support end to end process execution on issue escalation, clarification, resolution, and closure of issues,
- Provide leadership in support of organizational direction and culture.
- Opportunity to join growing, early-stage organization built within a mature, stable global company
- Friendly working environment and a diverse and highly motivated team
- Very best working environment for our employees – Alcon Polska has been recognized as a Top Employer for the two years in a row
- Truly international environment and daily interactions with colleagues and stakeholders from all over the world
- Attractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products for you and your significant other)
- Flexible hours and remote work possibilities
- Brand new office with a lot of facilities inside located at NewCity building, 15 Marynarska Street, Warsaw
- Previous experience as Team Leader / Manager in Costumer service / Service Desk / Helpdesk area
- Proficiency in English, other language is an advantage
- Excellent MS office skills, knowledge to SAP, SalesForce and ServiceMAX is an advantage
- Ability to travel (5-10%)
- High competence in the field of time management
- High organizational talent and the ability to look at projects as a whole and analytically to keep track of several or complex projects
- Understanding of business, service, and product commercialization processes in the pharmaceutical and/or medical device industry as an advantage
