(Associate) Director Global Product Support – Service Excellence (f/m/d)

At QIAGEN, we are driven by a simple but powerful vision: making improvements in life possible.

We're dedicated to revolutionizing science and healthcare for the better. From our entrepreneurial roots to our current global presence, we've grown into a force for positive change. With thousands of employees across six continents, collaboration is our greatest strength. We're always striving to identify talented individuals to join our exceptional teams.

We have played a pivotal role in shaping modern science and healthcare, and we're just getting started. If you're someone who thrives on new challenges and wants to make a tangible difference in people's lives, then QIAGEN is the place for you.

At QIAGEN, every day is an opportunity to make a real-life impact.

Join us, grow with us, and together, let's shape the future of biological discovery.

JOB ID: EMEA05127

Overview

At QIAGEN, we are driven by a simple but powerful vision: making improvements in life possible.

We're dedicated to revolutionizing science and healthcare for the better. From our entrepreneurial roots to our current global presence, we've grown into a force for positive change. With thousands of employees across six continents, collaboration is our greatest strength. We're always striving to identify talented individuals to join our exceptional teams.

We have played a pivotal role in shaping modern science and healthcare, and we're just getting started. If you're someone who thrives on new challenges and wants to make a tangible difference in people's lives, then QIAGEN is the place for you.

At QIAGEN, every day is an opportunity to make a real-life impact.

Join us, grow with us, and together, let's shape the future of biological discovery.

Position Description

Are you passionate about delivering outstanding customer service in life sciences? As Associate Director Global Product Support (f/m/d), you'll lead a high-impact team to elevate service quality from our automation solutions, contribute to product innovation in the life science and diagnostics industry and drive product improvements.

Key Responsibilities:

- You lead the European Global Product Support team and take full ownership of budget, performance management, and continuous process improvement.

- You ensure that service and support requirements are embedded and documented compliantly throughout the entire product lifecycle of our automated Sample-to-Insight platforms – from instrumentation to software.

- You track and drive key service performance indicators (KPIs) such as NPS (net promoter score) and installation failure rates to improve customer satisfaction and operational excellence.

- You design and implement modular technical training programs (pre- and post-launch) in close collaboration with Marketing, Product Management and Field Service teams.

- You oversee structured 2nd- and 3rd-level support, foster knowledge sharing, and ensure CRM systems are used effectively to drive efficiency and effectiveness of service operations.

- You gather structured feedback from the field, identify trends, and launch data-driven improvements to lower service costs and elevate the customer experience.

Position Requirements

- You hold a university degree in a technical or life science-related field (e.g., engineering, automation, molecular biology, diagnostics).

- You bring several years of experience in service management in the life science or automation industry, with a proven track record in cross-functional team leadership.

- You are experienced in using process improvement methodologies (e.g., Six Sigma Green/Black Belt or similar) to drive measurable impact.

- You communicate with clarity and confidence across departments and cultures and actively foster an inclusive and collaborative team environment.

- You are fluent in English - German or additional languages are a plus.

What we offer

- Holiday pay as well as additional days off on Christmas Eve, New Year's Eve & Carnival Monday
- Hybrid working (depending on your role)
- Bicycle leasing
- Gym & free sport classes
- Company pension scheme & employer contributions to a savings plan
- Subsidized lunch
- Possibility for childcare for children under 3 (QIAkids)
- Internal training opportunities
- Free parking
- Employee Assistance Program and internal QIAGEN communities

Our people are the heartbeat of everything we do. Passion drives us as we push boundaries to innovate and evolve. We inspire with our leadership and make an impact with our actions. We cultivate a collaborative, supportive environment where each individual and team can flourish. We champion accountability and encourage entrepreneurial thinking.  

QIAGEN is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or disability. 

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