Malvern Panalytical · 16 hours ago
Customer Service Manager Benelux
East Haddam, CT
Full-time
Onsite
Mid, Senior LevelMalvern Panalytical BV is looking for an ambitious Customer Service Manager responsible for customer service in The Netherlands, Belgium, and Luxembourg. In this role, you will manage a team of Customer Support Engineers and oversee customer support activities to ensure operational efficiency and customer satisfaction.
ElectronicsManufacturingTest and Measurement
Responsibilities
You will be entrusted with making sound strategic and transparent tactical decisions that reflect on Malvern Panalytical’s reputation, profitability and customer retention
You will manage, motivate, develop and maintain a group of geographically dispersed CS Engineers and other Customer Support staff (when applicable) to meet and exceed the current and future needs of our customers
You will draft a CS strategy for the region in line with global objectives and will be responsible for the deployment, implementation and enforcement of the resulting processes in the assigned territory, in line with the overall CS Strategy
You will measure and improve the CS business along well defined Key Performance Indicators (KPI’s)
You will partner up with relevant groups within Malvern Panalytical (senior CS management, Sector Sales Management, Demand Management Group, 3rd line Technical Helpdesk, etc.) to ensure the highest level of efficiency, profitability and customer satisfaction
You address all escalations in line with standard protocol – include action plans, follow ups and debriefs with direct communication with customers and the Regional CS Director
You ensure that Customer Service processes are executed in line with the globally/regionally agreed policies
You oversee and manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees
You monitor time sheets, expense reports, and time off requests in conjunction with the Malvern Panalytical HR policy
You coordinate the attendance of CS engineers at training sessions at the relevant Malvern Panalytical training centers, including COBE and H&S training
You manage administrative tasks as required for the BNL CS Business
Qualification
Required
Knowledge of PC operating systems, and MS Office Suite
Proficient using Salesforce and SAP4/HANA
Ability to travel both locally and internationally
Fluent in Dutch and in English
Flexible with a high customer focus
Working in a structured and well organized way
Hands-on result driven team-player
Strong problem-solving skills
Autonomous
Benefits
Comprehensive training
Competitive remuneration package
Company car
Company
Malvern Panalytical
Malvern Panalytical Instruments provides materials and biophysical characterization technology.
Founded in 1971
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Regan Brooks, CPP
Human Resources Business Partner
Wendy LeBlanc
Human Resources Business Partner
Recent News
2025-05-24
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