Danaher Life Sciences
Director, Customer Service - ONSITE
Danaher Life Sciences, Deer Park, Illinois, United States
Overview
Director, Customer Service for Leica Biosystems is responsible for leading the North American Customer Service Organization and ensuring a clear strategy and vision for a world-class customer experience. The role reports to the VP, Global Sales Enablement & Operations and requires on-site presence five days a week in Deer Park, IL.
Mission & Culture Leica Biosystems, a Danaher operating company, saves lives through innovative, reliable solutions that empower clinicians with timely, accurate answers when patients need them most. Our mission of "Advancing Cancer Diagnostics, Improving Lives" drives everything we do.
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 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 (i.e., 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 & Physical Requirements
This position requires up to 10% travel. Travel will primarily be domestic but may occasionally be international.
Compensation & Benefits The annual salary range for this role is $160,000.00-$225,000.00. This job is also eligible for bonus/incentive pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Equal Opportunity Statement 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. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, contact 1-202-419-7762 or applyassistance@danaher.com.
Apply Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. For more information, visit www.danaher.com.
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Mission & Culture Leica Biosystems, a Danaher operating company, saves lives through innovative, reliable solutions that empower clinicians with timely, accurate answers when patients need them most. Our mission of "Advancing Cancer Diagnostics, Improving Lives" drives everything we do.
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 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 (i.e., 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 & Physical Requirements
This position requires up to 10% travel. Travel will primarily be domestic but may occasionally be international.
Compensation & Benefits The annual salary range for this role is $160,000.00-$225,000.00. This job is also eligible for bonus/incentive pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.
Equal Opportunity Statement 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. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, contact 1-202-419-7762 or applyassistance@danaher.com.
Apply Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. For more information, visit www.danaher.com.
#J-18808-Ljbffr