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Job Description
Customer Experience & Service Manager with Pall Water
This role can be remote within the greater London or Toronto area or the north/northeast US from Chicago to Cortland, NY. Being close to our locations in NY and Ontario is key for driving relationships.
Essential Functions:
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Responsible for setting up multiple levels of customer contact and customer topic resolution
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Establish long- and short-term operating and financial goals, including budgets and forecasts.
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Develop critical metrics and ensure performance for Field Service (direct and third parties), Technical Support, Service Administration, and Service Sales (indirect) teams.
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Dotted-line responsible for total revenue generation and the gross profit margins associated with service product offerings, responsible for profit or loss performance.
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Work closely with the supply chain team for planning and execution of both service orders as well as project commissioning related activities.
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When technical support is not sufficient to address a customer problem, assures streamlined support through our subject matter experts (ie. process engineering, software engineering, etc).
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Support the implementation of the Danaher Reliability System (DRS) through complaint tracking and addressing fundamental root causes to failure mechanisms.
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Work with Quality to address customer complaints, combining information from repairs to capital equipment to potential failures in system design.
Crucial Leadership Attributes:
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Demonstrate Danaher Leadership Anchors and Core Values
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Growth oriented – Develops and share a vision that motivates and engage direct and indirect associates in achieving sustainable growth
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Committed to results and productivity – Demonstrates a continuous improvement mentality and a sense of urgency.
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Able to manage complexity – Demonstrated problem-solving skills and the ability to simplify complex issues.
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An effective communicator – Presents ideas in a thoughtful way as well as showing the behaviours of active listening.
Requirements:
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BS or BA in Engineering or Business fields
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Minimum 10 years progressive experience, including leadership, in customer service and equipment service
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Ability to present highly complex, technical, or difficult messages clearly and persuasively
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Can quickly acquire new knowledge and skills
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Demonstrated ability to prioritize clearly and manage finite resources
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Travel requirement of 25% when measured over extended period, mostly within US & Canada but can be international for training and/or knowledge sharing. Typical work-related travel assignments range 1-5 days, and as such overnight, out-of-town stays.
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you’ve ever wondered what’s within you, there’s no better time to find out.
Apply Now