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- Aufgaben: Leite ein Team, das den Kundenservice in der Lebenswissenschaft revolutioniert.
- Arbeitgeber: QIAGEN ist ein globales Unternehmen, das Wissenschaft und Gesundheitswesen verbessert.
- Mitarbeitervorteile: Genieße flexible Arbeitszeiten, kostenlose Sportkurse und zusätzliche Urlaubstage.
- Warum dieser Job: Gestalte die Zukunft der biologischen Entdeckung und mache einen echten Unterschied.
- Gewünschte Qualifikationen: Technischer oder lebenswissenschaftlicher Abschluss und Erfahrung im Service-Management erforderlich.
- Andere Informationen: Wir fördern eine inklusive und kollaborative Teamkultur.
Das voraussichtliche Gehalt liegt zwischen 72000 - 100000 € pro Jahr.
(Associate) Director Global Product Support – Service Excellence (f/m/d) Apply online
Overview
At QIAGEN, we are driven by a simple but powerful vision: making improvements in life possible.
We’re dedicated to revolutionizing science and healthcare for the better. From our entrepreneurial roots to our current global presence, we\’ve grown into a force for positive change. With thousands of employees across six continents, collaboration is our greatest strength. We’re always striving to identify talented individuals to join our exceptional teams.
We have played a pivotal role in shaping modern science and healthcare, and we\’re just getting started. If you\’re someone who thrives on new challenges and wants to make a tangible difference in people\’s lives, then QIAGEN is the place for you.
At QIAGEN, every day is an opportunity to make a real-life impact.
Join us, grow with us, and together, let\’s shape the future of biological discovery.
Position Description
Are you passionate about delivering outstanding customer service in life sciences? As Associate Director Global Product Support (f/m/d), you’ll lead a high-impact team to elevate service quality from our automation solutions, contribute to product innovation in the life science and diagnostics industry and drive product improvements.
Key Responsibilities:
– You lead the European Global Product Support team and take full ownership of budget, performance management, and continuous process improvement.
– You ensure that service and support requirements are embedded and documented compliantly throughout the entire product lifecycle of our automated Sample-to-Insight platforms – from instrumentation to software.
– You track and drive key service performance indicators (KPIs) such as NPS (net promoter score) and installation failure rates to improve customer satisfaction and operational excellence.
– You design and implement modular technical training programs (pre- and post-launch) in close collaboration with Marketing, Product Management and Field Service teams.
– You oversee structured 2nd- and 3rd-level support, foster knowledge sharing, and ensure CRM systems are used effectively to drive efficiency and effectiveness of service operations.
– You gather structured feedback from the field, identify trends, and launch data-driven improvements to lower service costs and elevate the customer experience.
Position Requirements
– You hold a university degree in a technical or life science-related field (e.g., engineering, automation, molecular biology, diagnostics).
– You bring several years of experience in service management in the life science or automation industry, with a proven track record in cross-functional team leadership.
– You are experienced in using process improvement methodologies (e.g., Six Sigma Green/Black Belt or similar) to drive measurable impact.
– You communicate with clarity and confidence across departments and cultures and actively foster an inclusive and collaborative team environment.
– You are fluent in English – German or additional languages are a plus.
What we offer
– Holiday pay as well as additional days off on Christmas Eve, New Year\’s Eve & Carnival Monday
– Hybrid working (depending on your role)
– Bicycle leasing
– Gym & free sport classes
– Company pension scheme & employer contributions to a savings plan
– Subsidized lunch
– Possibility for childcare for children under 3 (QIAkids)
– Internal training opportunities
– Free parking
– Employee Assistance Program and internal QIAGEN communities
Our people are the heartbeat of everything we do. Passion drives us as we push boundaries to innovate and evolve.We inspire with our leadership and make an impact with our actions.We cultivate a collaborative, supportive environment where each individual and team can flourish. We champion accountability and encourage entrepreneurial thinking.
QIAGEN is committed to creatingan inclusiveenvironment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or disability.
Job ID
EMEA05127
Country
Germany
Location(s)
Hilden
Department
Procurement / Purchasing
Employment Type
Regular Full-Time
Overview
At QIAGEN, we are driven by a simple but powerful vision: making improvements in life possible.
We’re dedicated to revolutionizing science and healthcare for the better. From our entrepreneurial roots to our current global presence, we\’ve grown into a force for positive change. With thousands of employees across six continents, collaboration is our greatest strength. We’re always striving to identify talented individuals to join our exceptional teams.
We have played a pivotal role in shaping modern science and healthcare, and we\’re just getting started. If you\’re someone who thrives on new challenges and wants to make a tangible difference in people\’s lives, then QIAGEN is the place for you.
At QIAGEN, every day is an opportunity to make a real-life impact.
Join us, grow with us, and together, let\’s shape the future of biological discovery.
Position Description
Are you passionate about delivering outstanding customer service in life sciences? As Associate Director Global Product Support (f/m/d), you’ll lead a high-impact team to elevate service quality from our automation solutions, contribute to product innovation in the life science and diagnostics industry and drive product improvements.
Key Responsibilities:
– You lead the European Global Product Support team and take full ownership of budget, performance management, and continuous process improvement.
– You ensure that service and support requirements are embedded and documented compliantly throughout the entire product lifecycle of our automated Sample-to-Insight platforms – from instrumentation to software.
– You track and drive key service performance indicators (KPIs) such as NPS (net promoter score) and installation failure rates to improve customer satisfaction and operational excellence.
– You design and implement modular technical training programs (pre- and post-launch) in close collaboration with Marketing, Product Management and Field Service teams.
– You oversee structured 2nd- and 3rd-level support, foster knowledge sharing, and ensure CRM systems are used effectively to drive efficiency and effectiveness of service operations.
– You gather structured feedback from the field, identify trends, and launch data-driven improvements to lower service costs and elevate the customer experience.
Position Requirements
– You hold a university degree in a technical or life science-related field (e.g., engineering, automation, molecular biology, diagnostics).
– You bring several years of experience in service management in the life science or automation industry, with a proven track record in cross-functional team leadership.
– You are experienced in using process improvement methodologies (e.g., Six Sigma Green/Black Belt or similar) to drive measurable impact.
– You communicate with clarity and confidence across departments and cultures and actively foster an inclusive and collaborative team environment.
– You are fluent in English – German or additional languages are a plus.
What we offer
– Holiday pay as well as additional days off on Christmas Eve, New Year\’s Eve & Carnival Monday
– Hybrid working (depending on your role)
– Bicycle leasing
– Gym & free sport classes
– Company pension scheme & employer contributions to a savings plan
– Subsidized lunch
– Possibility for childcare for children under 3 (QIAkids)
– Internal training opportunities
– Free parking
– Employee Assistance Program and internal QIAGEN communities
Our people are the heartbeat of everything we do. Passion drives us as we push boundaries to innovate and evolve.We inspire with our leadership and make an impact with our actions.We cultivate a collaborative, supportive environment where each individual and team can flourish. We champion accountability and encourage entrepreneurial thinking.
QIAGEN is committed to creatingan inclusiveenvironment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or disability.
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(Associate) Director Global Product Support – Service Excellence (f/m/d) Arbeitgeber: QIAGEN Gruppe
Kontaktperson:
QIAGEN Gruppe HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: (Associate) Director Global Product Support – Service Excellence (f/m/d)
✨Tip Nummer 1
Nutze dein Netzwerk! Sprich mit ehemaligen Kollegen oder Kontakten aus der Branche, die bereits bei QIAGEN arbeiten oder gearbeitet haben. Sie können dir wertvolle Einblicke in die Unternehmenskultur und die Erwartungen an die Position geben.
✨Tip Nummer 2
Bereite dich auf das Vorstellungsgespräch vor, indem du dich intensiv mit den Produkten und Dienstleistungen von QIAGEN auseinandersetzt. Zeige, dass du ein tiefes Verständnis für die Herausforderungen im Bereich Life Sciences hast und wie du zur Verbesserung der Servicequalität beitragen kannst.
✨Tip Nummer 3
Demonstriere deine Führungskompetenzen! Bereite Beispiele vor, in denen du erfolgreich Teams geleitet und Prozesse verbessert hast. Dies wird dir helfen, deine Eignung für die Rolle des Associate Director Global Product Support zu unterstreichen.
✨Tip Nummer 4
Sei bereit, über deine Erfahrungen mit Prozessverbesserungsmethoden wie Six Sigma zu sprechen. Zeige, wie du diese Methoden angewendet hast, um messbare Ergebnisse zu erzielen, und wie du diese Kenntnisse in die neue Rolle einbringen kannst.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: (Associate) Director Global Product Support – Service Excellence (f/m/d)
Tipps für deine Bewerbung 🫡
Verstehe die Unternehmensvision: Informiere dich über die Vision und Mission von QIAGEN. Zeige in deinem Anschreiben, wie deine Werte und Ziele mit denen des Unternehmens übereinstimmen.
Hebe relevante Erfahrungen hervor: Betone in deinem Lebenslauf und Anschreiben deine Erfahrungen im Bereich Service Management und Teamführung, insbesondere in der Life-Science- oder Automatisierungsbranche. Verwende konkrete Beispiele, um deine Erfolge zu untermauern.
Zeige deine Kommunikationsfähigkeiten: Da die Kommunikation über Abteilungen und Kulturen hinweg wichtig ist, solltest du in deiner Bewerbung Beispiele anführen, die deine Fähigkeit zur klaren und effektiven Kommunikation demonstrieren.
Betone deine Prozessverbesserungsfähigkeiten: Falls du Erfahrung mit Methoden zur Prozessverbesserung wie Six Sigma hast, stelle sicher, dass du dies in deiner Bewerbung deutlich machst. Beschreibe, wie du diese Methoden angewendet hast, um messbare Ergebnisse zu erzielen.
Wie du dich auf ein Vorstellungsgespräch bei QIAGEN Gruppe vorbereitest
✨Verstehe die Unternehmensvision
Mach dich mit der Vision von QIAGEN vertraut, die darauf abzielt, Verbesserungen im Leben zu ermöglichen. Zeige in deinem Interview, wie deine Werte und Ziele mit dieser Vision übereinstimmen.
✨Bereite konkrete Beispiele vor
Denke an spezifische Situationen aus deiner beruflichen Vergangenheit, in denen du erfolgreich ein Team geleitet oder Prozessverbesserungen umgesetzt hast. Diese Beispiele helfen dir, deine Erfahrungen greifbar zu machen.
✨Kenntnis der KPIs
Informiere dich über wichtige Leistungsindikatoren (KPIs) im Kundenservice, wie den Net Promoter Score (NPS). Sei bereit, darüber zu sprechen, wie du diese in der Vergangenheit verfolgt und verbessert hast.
✨Teamarbeit betonen
Da QIAGEN Wert auf Zusammenarbeit legt, solltest du betonen, wie du in der Vergangenheit in funktionsübergreifenden Teams gearbeitet hast. Zeige, dass du ein inklusives und unterstützendes Arbeitsumfeld schätzt.
