Customer Service Director

Customer Service Director

Location: Barcelona, Spain

Sector: Life Science Research, Biotechnology

Languages: Spanish and English.

A leading global diagnostics organisation is seeking a Customer Service Director to lead its regional Customer Service function. This is a strategic leadership role overseeing service and operational excellence across infectious disease and molecular diagnostic product lines, driving performance, and ensuring a seamless customer experience across Europe.

You will lead a high‐performing team, strengthen service delivery frameworks, and collaborate cross‐functionally to ensure customers receive world‐class service within a fast‐moving healthcare environment.

This role is based in Barcelona and requires experience in regulated medical technology environments (IVD, diagnostics, medical devices, or similar).

Key Responsibilities

• Strategic Leadership: Own and drive the regional customer service strategy aligned with commercial and operational objectives.
• Team Management: Lead and develop a team of direct reports to deliver high‐performance and continuous improvement.
• Cross‐Functional Collaboration: Work closely with Sales, Marketing, Supply Chain, QA/RA, Finance, and Technical Service to optimise service delivery.
• Customer Excellence: Oversee order management, complaint handling, and service workflows to ensure a seamless customer experience.
• Salesforce Ownership: Drive effective and compliant use of Salesforce for case management, reporting, and workflow optimisation.

Key Requirements

• Experience in customer service or customer facing roles within diagnostics, IVD, or molecular testing.
• Strong understanding of infectious disease and molecular diagnostic workflows.
• Proficient user of Salesforce for service and case management.
• Excellent communication, analytics, and stakeholder‐management skills.
• Fluent English and Spanish, additional European languages advantageous.
• Based within the Barcelona Region.

On Offer

• Strategic leadership role with high visibility across the regional and global organisation.
• Opportunity to shape customer service operations within a cutting‐edge diagnostics environment.
• Competitive compensation, benefits, and career growth within a world‐leading healthcare innovator.
• Hybrid Working Environment.