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