Director, Customer Service - ONSITE
Director, Customer Service - ONSITE
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$ 160000 - 225000
1 Vacancy
Job Description
Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences diagnostics and biotechnology
At Leica Biosystems 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.
At Leica Biosystems were not just shaping the future of cancer diagnostics were transforming lives. Our mission of Advancing Cancer Diagnostics Improving Lives is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis we empower clinicians with innovative reliable solutions so they can give patients timely accurate answers when they need them most. When you join Leica Biosystems youre not just taking a job; youre becoming part of a passionate team that knows every moment matters when it comes to cancer. Youll help develop diagnostic solutions that turn anxiety into answers and aid the acceleration of nextgeneration lifechanging therapies. Surrounded by a diverse and collaborative global community youll be inspired each day to stretch grow and make an impact.
Learn about the Danaher Business System which makes everything possible.
The Director Customer Service for Leica Biosystems is responsible for leading the North American Customer Service Organization. The Director will ensure a clear strategy and vision including identification of process and infrastructure improvements as well as implementation and adherence of processes required to establish a world class customer service organization.
This position reports to the VP Global Sales Enablement & Operations and is part of the Customer Service team. This position will be ONSITE five days a week at our facility in Deer Park IL.
In this role you will have the opportunity to:
- Establish vision and strategy for Customer Service to enable a worldclass 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 flowthrough without manual intervention) and throughput of electronic execution of ecommerce 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
The essential requirements of the job include:
- Bachelors degree with 7 years customerfacing 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 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 a Danaher operating company offers a broad array of comprehensive competitive benefit programs that add value to our lives. Whether its a health care program or paid time off our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
The annual salary range for this role is $160000.00$225000.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.
This job is also eligible for bonus/incentive pay.
We offer comprehensive package of benefits including paid time off medical/dental/vision insurance and 401(k) to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of any bonus commission benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion consistent with the law.
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Join our winning team today. Together well accelerate the reallife 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.
For more information visit .
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 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.
The EEO posters are available here.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us at to request accommodation.
Required Experience:
Director
Employment Type
Full-Time
