Job Title: Customer Success Manager Brazil & LATAM
Location: Sao Paulo, BR
Department: Service Department
Reporting Line:
- Line Manager: Regional Director, Customer Support AMEC
- Matrix Manager: Regional Director, Customer Support AMEC
Main Purpose of the Role:
The Service Manager LATAM leads and transforms the regional Service Department encompassing Logistics, Call Center, and Customer Service to complete the end-to-end supply chain and service process of Malvern Panalytical products. This includes overseeing quotation to service delivery, purchase order processing, inventory and logistics management, customer support, technical service execution, and department redesign to foster a customer-first culture and align with global standards.
Key Responsibilities:
- Champion customer-centric service leadership to enhance satisfaction and retention.
- Manage and align Logistics, Call Center, and Contracts teams for full service and supply chain support.
- Drive departmental redesign, process improvements, automation, and service innovation.
- Monitor and increase customer support revenue, contract sales, renewals, and manage inventory and service metrics.
- Coordinate with global supply centers and internal teams to resolve supply chain challenges and ensure compliance with policies and regulations.
Impact & Accountability:
- Direct impact on customer satisfaction, operational efficiency, and service profitability.
- Accountable for revenue recognition for service activities in LATAM.
Required Knowledge, Skills, and Experience:
- Bachelor's degree in Engineering (Electrical, Electronic, Mechanical) or equivalent experience.
- Minimum 8 years relevant experience in service operations, customer support, or supply chain in regional/multinational context.
- Leadership in managing cross-functional teams and driving transformation.
- Fluent in Portuguese, intermediate Spanish, strong English communication skills.
- Strong communication, interpersonal skills, problem-solving, adaptability, and professionalism.
Work Environment & Travel:
- Primarily office-based with limited travel across LATAM.
- Reasonable accommodations for individuals with disabilities.
About Malvern Panalytical, Micromeritics and SciAps: Leading companies providing advanced technologies and instruments for material analysis supporting innovative companies, academic institutions, and government labs worldwide.
