Team Leader/ Supervisor- Technical Service

Posted 25 Feb 2019

Bangalore SBS, Karnataka - India

Req Id 188587

Details

A career is an ongoing journey of discovery: our 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. 
 


Country:

India

Location:

Bangalore

Business Unit:

Business Unit Name

Department:

Technical Service

Version Date:

Date created

Written by:

 

Position Reports to:

Associate Manager

Regional Organization:

Western Europe

SCOPE OF RESPONSIBILITY:

Provide direction, instruction and guidance to the team to achieve the team goals

PURPOSE OF THE POSITION

To give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of 8 or more. Having a proven ability to lead

by example, consistently hit targets, improve best practices and organize time efficiently.

ESSENTIAL JOB FUNCTIONS

  • Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards.

  • Provide scientific responses to the more difficult questions and solutions to customers’ research problems, consulting with more experienced scientists when necessary
    Recommend products based on customer needs and research interests
    Develop positive customer and colleague relations

  • Preparing daily workloads for staff & co-ordinating the daily allocation of work.

  • Motivating the team to achieve high standards and KPI targets.

  • Handling new client enquiries and acting as the face of the business.

  • Dealing with and resolving problems and issues which arise. .

  • Mentoring and training up junior and new staff.

  • Monitoring & reporting on standards & performance targets.

  • Arranging & chairing weekly team meetings, focussing on targets & achievements.

  • Implementing new initiatives.

  • Involved in the recruitment of new staff.

  • Create a positive working environment. .

  • Providing prompt and accurate information on individual performance.

BASIC QUALIFICATIONS

Education:

Master degree in scientific discipline or PhD in scientific discipline.




 

Experience:

8-10 years in R&D/ Technical services of life science or chemical industry.

Experience in marketing/product management and/or technical support, supervisor, or sales development experience. Supervisory experience preferred. Previous work experience should be from a fast-paced, changing and growing organization

Technical Skills / Competencies:

  • Technical/ Subject knowledge Biochemistry, Chemistry or Life Science knowledge in areas of expertise: 1) Must have expertise in handling different types of technical queries and be able to resolve them satisfactorily. Should have an understanding of trouble shooting complaints and ensure customer satisfaction

2) Analyze the root-cause of issues; modify the task as required; confirm error closure in order to confirm that the task is error-free.

  • SAP user knowledge: Must be able to explore more T codes from PRD & PRE for a better outlook to complex inquiries and its impact on the results.

  • Customer Service Management

  • Complaint handling & Resolution

  • Team building and training

  • Proven supervisory skills & strong analytical skill

  • Knowledge of process improvement methodology

  • Advanced PC and software skills including Microsoft Office and databases

  • Understanding of cGMP (current Good Manufacturing Practices) and other quality systems (Total Quality Management, ISO9000, etc.

Behavioral Competencies:

  • Excellent verbal and written communication skills. Be concise and use appropriate professional tone. Must ensure the response is having the clarity required to enhance the customer experience. Effective communication- interpersonal, inter-group, intra-group, organizational, or external level.

  • Expert in Interpersonal skills, Problem solving, Planning & execution.

  • Advanced in Customer orientation, Business acumen and Leading change

ADDITIONAL LOCAL NEEDS

Not applicable.




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