Head of National Customer Service Operations

2 days ago

Sydney, New South Wales, Australia beBeeQuality Full time $200,000 - $250,000
Job Opportunity:

A global leader in In Vitro Diagnostics (IVD) and clinical laboratory solutions seeks a strategic leader to drive top-notch customer service, regulatory compliance, and quality management across a growing national footprint.

Key Responsibilities:
  • Lead the Technical Support and QA/RA department to deliver an exceptional service experience across multiple technologies and geographies.
  • Set and drive a customer-focused strategy aligned with business growth and evolving client expectations.
  • Oversee Environmental and Quality Management Systems (EQMS), ISO certification, audits, and regulatory compliance.
  • Shape the national support structure—from resourcing and team development to performance management and workflow optimisation.
  • Create, monitor, and achieve department KPIs and continuous improvement objectives.
Requirements:
  • Bachelor's degree in Biomedical Engineering (or related discipline).
  • Certified Six Sigma practitioner and experienced in quality-driven operations.
  • 7+ years' experience in high-value, complex medical technology or IVD environments.
  • Proven track record in technical support/customer service leadership, with at least 5 years in a managerial role.
  • Strong working knowledge of ISO standards, regulatory frameworks, and quality management systems.

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