Regional Customer Operations Lead

Location: Onsite in Buccinasco, Milano, Italy; approximately 5% travel, including overnight workshops.

Gross annual salary: €39,000–€59,000, plus target bonus/incentive pay of 5% of annual base salary.

Company

Leica Biosystems is a hirify.global operating company developing life sciences, cancer diagnostics, medical device, and biotechnology solutions.

What you will do

• Manage instrument order fulfilment, installations, relocations, deinstallations, backlog execution, supplier coordination, forecasting, invoicing, and regional supply chain requirements.
• Handle customer enquiries and escalations using Voice of Customer insights, operational data, and trend analysis.
• Partner with Sales, Service, Contracts, Tenders, Supply Chain, Logistics, Finance, and other functions to improve the end-to-end customer experience.
• Monitor performance metrics, identify trends, and implement process improvements that improve efficiency and service delivery.
• Represent the regional market in the Customer Care Center of Excellence and translate local needs into global improvements.
• Support business continuity, team training, knowledge sharing, and process standardization.

Requirements

• Bachelor's degree or equivalent extensive experience in customer-facing roles.
• Strong understanding of Customer Care processes, customer escalation management, quality practices, and continuous improvement methodologies.
• Ability to assess complex situations, apply sound judgment, and resolve customer issues through a structured approach.
• Experience coordinating across multiple functions and working effectively in a matrix organization.
• Ability to work autonomously, prioritize competing demands, think critically under pressure, and adapt to changing business needs.
• Ability to work onsite in Buccinasco, Italy and travel approximately 5%.

Nice to have

• Experience with hirify.global Business System tools, including PSP, Kaizen, and Standard Work.
• Fluency in English and at least one additional European language, preferably French.
• Experience in life sciences, medical devices, or diagnostics.

Culture & Benefits

• Work within a global, collaborative community focused on cancer diagnostics and improving patient outcomes.
• Access comprehensive benefits, including healthcare programs and paid time off.
• Employment classification under the Italian CCNL Commercio 3rd Level.
• Eligibility for performance-based bonus or incentive pay.