81 days ago on sjobs.brassring.com

Business System & Customer Support Lead

Alcon Switzerland SA

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Business System & Customer Support Lead

Job ID192979BRPosition TitleBusiness System & Customer Support LeadDivisionALCONBusiness UnitFINANCE & CONTROL ALCountrySwitzerlandWork LocationRotkreuzCompany/Legal EntityALCON SWITZERLAND SAFunctional AreaAudit & FinanceJob TypeFull TimeEmployment TypeRegularJob DescriptionThe Business System & Customer Support Lead is responsible for driving the maintenance, enhancement, and development of the newly implemented SAP system, IRIS. This role will support many functions of the organization, including customer service, business intelligence, and commercial teams, by ensuring that all required modifications and enhancements of the current system are logged, tracked, developed and implemented quickly in coordination with the business super-users. This role will also oversee the upcoming implementation of our Customer Relationship Management (CRM) system by coordinating with the global core team, understanding local requirements, and trouble-shooting the system through hyper-care. Additionally, this role will act as training manager for these systems, appointing and leading testing for the organization based on role requirements.

• Locally own SAP and CRM system operating effectiveness and serve as local single-point of contact by becoming the local expert for functionality, progress of improvements/enhancements, and coordination
• Ensure cross-functional team work to encourage the identification of customer & system-related issues in order to resolve them to the complete satisfaction of the customer (internal or external)
• Lead the local super-user community to manage the status of logged instance tickets and prioritize for quick resolution when necessary
• Develop strong relationship with offshore Centre of Excellence service team in order to get support for quick or urgent solutions when necessary
• Drive expedited resolutions for critical issues and escalate for proper visibility when needed
• Assess, coordinate, and implement SAP enhancement opportunities with local teams to drive automated efficiencies
• Lead future SAP release / upgrade readiness and go-live testing
• Own implementation of CRM system including coordination with global core team, local readiness preparation, hyper-care lead, and reporting / functionality development
• Manage and lead testing required for all associates, with individual requirements tailored to each associate’s role
• Own and operate related customer service and OTI (order to invoice) controls in compliance environment
• Is obligated to report any complaint (e.g., Adverse Event or Quality complaint) within 24h from the receipt to the ASSA Regulatory Affairs department in accordance to the valid local SOPs
Minimum requirements• Commercial education or equivalent and experience gained in a service orientated environment
• 3-4 years of experience in a similar function, ideally within the pharma environment
• Significant SAP / ERP experience at a high volume/value order level
• Experience with CRM tools and reporting
• Proven track record of managing multiple projects / initiatives concurrently
• German (fluent), English (advanced), French and Italian would be an asset