Service Operations Manager

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences diagnostics and biotechnology

At Leica Microsystems one of Danahers 15 operating companies our work saves livesand were all united by a shared commitment to innovate for tangible impact.

Youll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danahers system of continuous improvement you help turn ideas into impact innovating at the speed of life.

Shape the Future with Us!

At Leica Microsystems we have been shaping the future for over 175 years with groundbreaking optical and digital solutions. With a culture rooted in customer focus innovation and teamwork we lead the market in microscopy imaging and analysis unveiling the invisible and empowering our customers to build a better healthier world.

Joining Leica Microsystems means contributing to scientific discoveries and supporting surgeons in making critical decisions. Our advanced microscopes and AI-based image analysis solutions enable users to gain profound insights into development and engineering challenges. Here you will work on meaningful projects alongside passionate colleagues driving progress and pushing the boundaries of whats possible.

Learn about the Danaher Business System which makes everything possible.

The Service Operations Manager is responsible for improving customer satisfaction and optimizing operational efficiency. This position is also to drive the Service business by applying strategies that include the Contract Sales sale of Leica Aftermarket Products (Upgrades Parts etc.) and CP monetization. The role requires cross-functional leadership ensuring high-quality service delivery effective resource management technical support for service issues and the execution of strategies to grow service business.

In this role you will have the opportunity to:

• Accountable for leadership of direct reports to include ongoing direction coaching and development.

• Lead technical support which continuously surpasses customer expectations.

• Develop the Technical Support teams to become the driving gear between the customers Field Service and internal Leica departments. Including controlling planning and continued development of Technical Support with the goal of increasing customer satisfaction and associates engagement in a cost-optimized manner.

• Create and monitor the metrics to drive the day-to-day operations.

• Leverage internal relationships to enhance business performance and customer experience.

• Drive change initiatives as required to improve efficiencies and execute on business commitments.

• Own and drive service business growth by applying innovative and time tested strategies.

• Requires knowledge and experience of sales principles processes and methods prospecting techniques to strengthen the network and improve the sales cycle

• Conduct the annual target/actual comparative analysis based upon the current competence profile of the associates.

• Identify and lead initiatives to continuously improve the Service Business. Promote and motivate direct reports and teams to contribute in continuously improving our service delivery execution and commercialization.

• Develop growth strategies for maintenance contracts pricing new menus and other growth programs.

• Manage service order and sales revenue margin and backlog

• Lead service-related sales opportunities and collaborate with Sales FSE and other teams.

• Improve contract renewal rates and promote upselling/crossselling opportunities

• Master the basic features and benefits of the entire Leica aftermarket portfolio and increase Aftermarket Sales by promoting campaigns digital marketing sales organization activities and customer inquiries

The essential requirements of the job include

• Education: BS Degree

• Years of experience: Minimum of 3 years of aftermarket service management experience in the Healthcare Life Science industrial or IT markets

• Years of experience: Minimum of 1 years of people management experience

• Japanese native English business level required

• Experience in using CRM and ERP systems

• Negotiation skills Sales skills Relationship building with key persons of the customer

• Strong communication skills and the ability to communicate our value proposition to customers based on changing customer needs.

Join our winning team today. Together well accelerate the real-life impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges architecting solutions that bring the power of science to life.

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