Danaher
Director, Customer Service
Leica Biosystems, a Danaher operating company, is seeking a Director to lead the North American Customer Service Organization. The Director will develop strategy, improve processes, and ensure world-class service for our customers.
Key Responsibilities
Establish vision and strategy for Customer Service to enable a world-class Customer Experience.
Foster cohesive working relationships across sales, applications, service and commercial operations to ensure best possible outcomes that are seamless to the customer while also maximizing business growth opportunities.
Execute operational process improvements in key areas based on data collection/analysis of customer feedback at multiple touch points along the customer journey.
Promote continuous improvement on utility and reporting of analytics/tools and processes to support business needs and internal teams to drive customer satisfaction and productivity.
Identify, develop and implement process and technology enhancements required to improve the overall quality (i.e., order flow-through without manual intervention) and throughput of electronic execution of e-commerce conversion.
Develop and implement methods to record, assess, and analyze customer feedback.
Pragmatically challenge the status quo and utilize change management tools to create adoption and sustainment.
Essential Requirements
Bachelor’s degree with 7+ years of customer‑facing experience with progressive responsibilities.
5+ years of previous people leadership/management experience.
Prior experience with SAP or other ERP environment.
Proven knowledge of customer support processes (pricing, returns, delivery, etc.).
Demonstrated aptitude for change management and continuous improvement.
Demonstrated experience servicing both internal & external customers – meeting customer needs and resolving escalations.
Travel, Motor Vehicle Record & Physical/Environment Requirements
This position requires up to 10% travel. Travel will primarily be domestic but may occasionally be international.
Leica Biosystems offers a broad array of competitive benefit programs including paid time off, medical/dental/vision insurance and 401(k) for eligible employees.
We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact: 1-202-419-7762 or applyassistance@danaher.com.
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.
#J-18808-Ljbffr
Key Responsibilities
Establish vision and strategy for Customer Service to enable a world-class Customer Experience.
Foster cohesive working relationships across sales, applications, service and commercial operations to ensure best possible outcomes that are seamless to the customer while also maximizing business growth opportunities.
Execute operational process improvements in key areas based on data collection/analysis of customer feedback at multiple touch points along the customer journey.
Promote continuous improvement on utility and reporting of analytics/tools and processes to support business needs and internal teams to drive customer satisfaction and productivity.
Identify, develop and implement process and technology enhancements required to improve the overall quality (i.e., order flow-through without manual intervention) and throughput of electronic execution of e-commerce conversion.
Develop and implement methods to record, assess, and analyze customer feedback.
Pragmatically challenge the status quo and utilize change management tools to create adoption and sustainment.
Essential Requirements
Bachelor’s degree with 7+ years of customer‑facing experience with progressive responsibilities.
5+ years of previous people leadership/management experience.
Prior experience with SAP or other ERP environment.
Proven knowledge of customer support processes (pricing, returns, delivery, etc.).
Demonstrated aptitude for change management and continuous improvement.
Demonstrated experience servicing both internal & external customers – meeting customer needs and resolving escalations.
Travel, Motor Vehicle Record & Physical/Environment Requirements
This position requires up to 10% travel. Travel will primarily be domestic but may occasionally be international.
Leica Biosystems offers a broad array of competitive benefit programs including paid time off, medical/dental/vision insurance and 401(k) for eligible employees.
We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact: 1-202-419-7762 or applyassistance@danaher.com.
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.
#J-18808-Ljbffr