Overview
In this role, you connect the Global Customer Care CoE with the local market to ensure seamless instrument delivery and exceptional service. You lead complex installations, escalations, and end-to-end processes, driving satisfaction and continuous improvement. You work with cross-functional partners to align global standards with local needs and train teams. This onsite position in Buccinasco, Italy, offers a chance to shape customer experiences in a mission-driven, high-impact environment.
Retribuzione / Benefits
benefit programs
healthcare program
paid time off
premio / incentive pay
opportunity to participate in incentive scheme
structured progression (CCNL Commercio 3rd Level)
Responsabilità
Oversee instrument installations, relocations, deinstallations, backlog execution, supplier coordination, forecasting, invoicing and regional supply chain needs to ensure smooth delivery
Serve as regional contact for customer enquiries and escalations, using VOC insights and data analysis to drive resolution and satisfaction
Collaborate with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance, and other stakeholders to remove barriers and improve end-to-end experience




Monitor performance metrics, identify trends, implement process improvements, and balance global standards with local requirements
Act as the CoE market representative, translating regional needs into global improvements and supporting training, knowledge sharing, and process standardization across teams
Requisiti fondamentali
Bachelor's degree or equivalent extensive experience in customer-facing roles with knowledge of Customer Care processes, escalation management, quality practices, and continuous improvement
Ability to independently assess complex situations and drive timely issue resolution using a structured approach
Experience coordinating across multiple functions in a matrix organization to deliver results and customer experiences
Ability to work autonomously, prioritize competing demands, think critically under pressure, and maintain a professional attitude
Travel approximately 5% (including overnight)
Relationship building
Problem solving
Adaptability
PSP (Kaizen/Standard Work) experience
Kaizen
Standard Work

📌 Regional Customer Operations Lead (Monza)
🏢 Danaher
📍 Monza