As a Quality Services & Support Manager at DFE Pharma, you will be responsible for elevating the quality service to the next level for customers across multiple sales regions worldwide. Your role will involve aligning all regional sales managers to ensure a consistent approach. Your main point of contact will be with the Sales team, who have direct interaction with customers.
You will manage the specialized department responsible for all customer-related activities. The majority of your team will be based in Goch (DE), with members also located in China and Japan, along with a central lab in Nijmegen (NL) and a testing facility in India. As the representative of DFE Pharma, you will engage with external stakeholders, including customers, customer auditors, and contract manufacturers. You will ensure that all customer agreements are met, including customer services, complaint handling, and troubleshooting. Implementing standardization and efficiency in processes and systems, while maintaining compliance with GMP and GDP standards, will be key to your success. Additionally, you will work closely with other departments such as Sales, Technical Support, and Production to foster strong collaboration and ensure seamless service delivery
Your key responsibilities and tasks will include:
- Enhancing the customer experience by delivering top-tier services;
- Defining and ensuring the necessary capabilities, continuity, and governance;
- Providing support for sales, QA operations, site operations, change management, data sharing, and complaint handling;
- Developing training programs and ensuring employees are trained on general quality awareness and related topics;
- Managing and overseeing the relevant budgets.