Leica Biosystems
Director, Customer Service - ONSITE (Leica Biosystems)
We are looking for a Director of Customer Service to lead the North American Customer Service Organization at our Deer Park, IL facility. This onsite role drives strategy, process improvement, and excellence in customer experience to support our mission of advancing cancer diagnostics and improving lives.
Key Responsibilities
Establish vision and strategy for Customer Service to enable a world-class Customer Experience.
Build cohesive relationships across sales, applications, service and commercial operations to deliver seamless outcomes and drive business growth.
Execute operational process improvements based on data analysis of customer feedback across the customer journey.
Promote continuous improvement of analytics, tools and processes to maximize customer satisfaction and productivity.
Identify, develop and implement process and technology enhancements to improve quality and throughput of order flow and e-commerce conversion.
Develop and implement methods to capture, assess and analyze customer feedback.
Challenge the status quo and use change‑management tools to ensure adoption and sustainment.
Essential Requirements
Bachelor’s degree with 7+ years of customer‑facing experience with progressive responsibilities.
5+ years of people‑leadership/management experience.
Prior experience with SAP or another ERP environment.
Proven knowledge of customer support processes (pricing, returns, delivery, etc.).
Demonstrated aptitude for change management and continuous improvement.
Experience handling both internal and external customers, resolving escalations and meeting customer needs.
Travel & Physical Requirements
Up to 10% travel, primarily domestic; occasional international travel.
Compensation: $160,000.00‑$225,000.00 per year, plus eligible for bonus and incentive pay. Benefits include paid time off, medical/dental/vision insurance, 401(k) and more.
Leica Biosystems, a Danaher operating company, offers competitive benefits and a supportive culture. For more information, visit our benefits page.
Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or other characteristics protected by law. The U.S. EEO posters are available here. We comply with federal and state disability laws and provide reasonable accommodations upon request. Contact 1‑202‑419‑7762 or applyassistance@danaher.com for assistance.
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Key Responsibilities
Establish vision and strategy for Customer Service to enable a world-class Customer Experience.
Build cohesive relationships across sales, applications, service and commercial operations to deliver seamless outcomes and drive business growth.
Execute operational process improvements based on data analysis of customer feedback across the customer journey.
Promote continuous improvement of analytics, tools and processes to maximize customer satisfaction and productivity.
Identify, develop and implement process and technology enhancements to improve quality and throughput of order flow and e-commerce conversion.
Develop and implement methods to capture, assess and analyze customer feedback.
Challenge the status quo and use change‑management tools to ensure adoption and sustainment.
Essential Requirements
Bachelor’s degree with 7+ years of customer‑facing experience with progressive responsibilities.
5+ years of people‑leadership/management experience.
Prior experience with SAP or another ERP environment.
Proven knowledge of customer support processes (pricing, returns, delivery, etc.).
Demonstrated aptitude for change management and continuous improvement.
Experience handling both internal and external customers, resolving escalations and meeting customer needs.
Travel & Physical Requirements
Up to 10% travel, primarily domestic; occasional international travel.
Compensation: $160,000.00‑$225,000.00 per year, plus eligible for bonus and incentive pay. Benefits include paid time off, medical/dental/vision insurance, 401(k) and more.
Leica Biosystems, a Danaher operating company, offers competitive benefits and a supportive culture. For more information, visit our benefits page.
Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or other characteristics protected by law. The U.S. EEO posters are available here. We comply with federal and state disability laws and provide reasonable accommodations upon request. Contact 1‑202‑419‑7762 or applyassistance@danaher.com for assistance.
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