Tecan is a leading company in the fast growing global life science supply industry. We are specialized in the development, production and distribution of automation solutions for laboratories in the market segments life sciences, clinical diagnostics and forensics. Founded in Switzerland in 1980, the company has manufacturing, research and development sites in Europe and North America and maintains a global sales and service network in 52 countries.

We are seeking a Customer Operations Manager

Location:  Theale, Reading.

• The successful candidate will be responsible for managing, coaching and mentoring their direct line reports.

• They will lead their team as the focal point between Customers, Sales, Service and Operations, ensuring that standards are being met and problems are being resolved.

• The manager provides support to all stakeholders that enables delivery of Tecan business objectives.

• They will be responsible and accountable for delivering smooth processing of order entry to invoicing and associated order management tasks for the local regional organization (RO). 

• They will help to develop and implement customer operations policies and procedures in the organization.

 What you will do / Responsibilities will include:

Your key tasks and activities will include:  

Team:

• Lead a team of Customer Operations staff
• Manage staff recruitment and appraisals with the support of the European Head of Customer Operations
• Provide regular training to customer operations team members

Process:

• Manage processing of sales orders/contracts for all TECAN Divisions
• Ensure accurate timely information to key stakeholders in the order management process (such as; Customers, suppliers, service and sales colleagues)
• Ensure transportation associated to orders is booked and followed up
• Manage invoicing process for orders/contracts, ensure this adheres to company standards and timeframes
• Ensure the CO team meets customer requirements for data exchange eg upload invoices to Ariba, Tungsten Network, Multiquote…
• Manage / maintain accurate order backlog

Service:

• Training Department: arranging customer training dates, provide quotes, process PO and internal document
• Liaising with Service team to organize delivery as necessary.
• Support Service Team with items such as: spare parts returns, contract maintenance
• Mange local Inventory: e.g. Demo Units, Stock transfers (FSE Parts, Instruments), local and office warehouse
• Manage 3rd Party Suppliers (account creation, order entry, delivery monitoring, etc)

Administration:

• Ensure local email inbox is attended in a timely manner
• Maintain data accuracy for local customer accounts (existing and newly created)
• Ensure various local reports are updated
• Power User for SAP (Sales Desk) and LSO (Learning Solution)
• Administrative support for CO Team/ other regional offices in Europe when required (Back up during vacation, sick leave)
• Deputy Office Manager
• Supporting various ad hoc requests from Management Team

What you bring along:

• Reliable, self-motivated and team driven
• Ability to work under pressure and meet deadlines
• Ability to work efficiently and deliver quality
• Reliable, accurate and possess strong organisational skills
• Good communication and listening skills
• Readiness to learn and grow
• Productive and autonomous worker
• Ability to deal with changing priorities and circumstances
• Take initiative to propose improvements to make Tecan better

What makes working at Tecan unique

• The chance to make it count and to have an inpact on the world of tomorrow
• Working in an international and diverse environment
• The chance to grow your career within the company
• Feel empowered by our strong and unique company culture
• Comprehensive compensation and benefits package
• Wide range of training courses

Join Tecan, a great place to work! Read about our recent certification from Great Place to Work Tecan  Great Place to Work Switzerland.

We’re looking forward to receiving your application online.  Please submit your CV and covering letter to Debbi Cook, HR and Office Manager at Tecan UK Ltd, Theale Court, 11-13 High Street, Theale, Reading, RG7 5AH, UK.  Debbi.cook@tecan.com

Our purpose

At Tecan we are driven to improve people’s lives and health. We do this by empowering our customers to scale healthcare innovation globally from life science to the clinic. We collaborate with our customers from early-stage innovation through project implementation and beyond. We deliver the products, services and solutions that make lab processes and medical procedures precise, reproducible and compliant.

Stay unique and make it count

Our values - trust, highest standards and ambition - are the cornerstones of our business and provide the framework for Tecan's culture. We foster a positive and empowering environment where our rarest assets, our unique employees, can grow and bring their passion and talent to work.