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Operations Director - Europe Direct

Locations: Germany; United Kingdom; Netherlands; Remote

Resuscitation

Operations Director - Europe Direct

Job Locations NL-ELST  | DE-Cologne  | UK-Cheshire-Runcorn | IT-I-29122 Piacenza
Job ID
2020-1785
Category
Operations
Type
Full-Time/Regular

Overview

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

 

Mission:

To deliver world-class and differentiated customer service, technical service, logistics, and bids and tender support to our Sales Teams across Europe to leverage share gain and profitable growth

 

 

Responsibilities

 

  • As part of the European Leadership Team, nurture and develop centres of operational excellence across our European subsidiaries
  • Carry full P&L responsibility for the following functions:
    • Customer Service
    • Technical Service
    • Logistics
    • Bids & Tenders
  • Ensure sustained high levels of customer satisfaction for our Hospital, EMS, Military and Public Access Defibrillation customers and business partners
  • Continuous review, development and implementation of SOPs to support compliance with all regulatory and QA standard
  • Support the Sales organisation by developing a world-class European Bids and Tenders function
  • Ensure adherence to discounting structures and approval levels on quotes, bids and tenders
  • Project manage large-scale service contracts across Europe
  • Visit customers and business partners in support of the Sales team to continuously maintain and improve long-term customer satisfaction levels
  • Work in close partnership with Tech Service, Logistics and Sales Operations colleagues in our US HQ in Chelmsford, MA and with QA and Tech Service colleagues in our Circulation Division in San José, CA
  • Develop and leverage best practice in support of continuous improvement culture

Market Segments supported:

  • Hospital
  • EMS
  • Military
  • PAD

 

Direct Reports:

  • Operations Managers based in Germany, UK and Italy
  • Coverage
    • Germany, Austria and Benelux
    • UK and Ireland
    • Southern Europe (Italy, France, Spain and Portugal)
  • Current Operations headcount ~60

 

Key Metrics:

  • Customer Service
    • Order processing cycle time
    • Speed of response to customers
    • Order accuracy
  • Technical Service
    • Repair turnaround
    • PMs/repairs per head
    • 30-day returns
  • Logistics
    • Customer service levels/order fill rates
    • Shipments per head
    • Shipment accuracy
    • Inventory write-off levels
  • Bids & Tenders
    • Tender win rate
    • Bid score improvement
    • Timely submission
  • Customer satisfaction
  • Operations P&L
  • Productivity

Qualifications

Commercial

  • Leadership skills
  • Influencing skills
  • Strategic awareness
  • Talent management and development
  • Ability to achieve high levels of engagement from staff
  • Technical knowledge of medical device and the European regulatory environment
  • Commercial edge
  • Goal-driven and results-orientated
  • Track record of supporting a capital medical sales force
  • Consensus-based management style
  • Project management
  • Change agent
  • Time management and personal organisation skills
  • Strong interpersonal skills
  • Presentation skills
  • Finishing skills

 Personal

  • Continuous improvement mind-set
  • Strong ethics
  • Team-player
  • High personal standards
  • High self-discipline
  • Resilience and tenacity
  • High levels of energy
  • Ability to inspire and energise others
  • High personal credibility and gravitas both internally and externally
  • Subject matter expertise in clinical aspects of resuscitation
  • Excellent communicator, able to operate at all levels within both own and customer’s organisation
  • Self-motivation
  • Tenacity and resilience
  • Assertiveness
  • Discernment and commercial judgement

 

Experience:

  • 5+ years’ substantial P&L responsibility
  • 5+ years’ people management – demonstrable experience of hiring, developing and motivating high performing teams of professional staff
  • 5+ years' experience in providing support to a capital medical sales force
  • Undergraduate degree
  • Working for a growth company
  • Track record of strong project execution
  • Languages – fluency in written and spoken English essential plus at least one other European language

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.

 

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V/SO