VP, Global Service

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At first glance youll see that for more than 80 years weve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard be supported and always be yourself. Were building a culture that celebrates backgrounds experiences and perspectives of all our associates. Look again and youll see we are invested in you providing the opportunity to build a meaningful career be creative and try new things with the support you need to be successful.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together were working at the pace of change to improve patient lives with diagnostic tools that address the worlds biggest health challenges.

The Vice President of Global Service for Beckman Coulter Diagnostics is a key leadership role responsible for overseeing the global service operations and strategies for Beckman Coulters suite of IVD laboratory products. This includes ensuring the delivery of exceptional service and support to customers worldwide driving service revenue growth enhancing customer satisfaction and improving operational efficiency.

The VP will lead a highperforming team to meet the evolving needs of our business and customers through initiatives including driving service revenue growth through service contracts and design for service in new product introductions service delivery process reengineering parts cost reduction capacity studies and leading strategic initiatives focused on service efficiency. This will also include leading the service organization towards a vision of remote resolution AI and automated service delivery and optimal utilization of our technical service teams to best solve challenges today prevent challenges tomorrow and work towards ensuring legacy products and systems are managed compliantly.

To do so this role will collaborate closely with internal stakeholders such as Product Development Quality Regulatory and Clinical Legal & Compliance Regional Commercial & Service Teams Global Operations Human Resources & Finance to ensure alignment and maximize business opportunities in addition to staying abreast of industry trends and the competitive landscape to identify new growth areas and capitalize on emerging market opportunities while maintaining the highest standards of customer service and technical excellence.

The Vice President Global Service is a remote role that can be located anywhere in the world and will be responsible for and participate in the following:

Strategic Leadership:

• Develop and implement the global service strategy aligned with company goals product offerings and customer needs.
• Lead the transformation of service delivery leveraging technology and process improvements to enhance customer experience and operational efficiency.

• Collaborate with R&D Product Management and Operations to improve serviceability and product performance and ensure rapid resolution achieve customer support and meet financial objectives as set forth by executive management.

Operational Management:

• Partner with regional leaders to oversee global service operations ensuring highquality support for customers including installation maintenance repair and technical troubleshooting.
• Utilizes data to evaluate and quantify customer service effectiveness. Completes ROI analyses on all field service programs initiatives and systems and recommends appropriate improvements.
• Drive continuous improvement of service processes procedures and workflows to meet performance and adheres to and supports the Quality Policy Quality System procedures and guidelines.
• Ensure the availability of service parts and resources in a timely manner minimizing equipment downtime and enhancing customer satisfaction.

Revenue Growth and Financial Performance:

• Develop and execute strategies to increase service revenue including extended warranties service contracts parts sales field services and other professional and managed service opportunities.
• Manage the service P&L including budgeting forecasting and cost control to maximize profitability.
• Establish key performance indicators (KPIs) to measure service performance and implement corrective actions as necessary.

Customer Satisfaction and Relationship Management:

• Champion a customerfirst mindset ensuring that all service activities meet or exceed customer expectations for quality timeliness and communication.
• Deliver best in class customer training via a mix of inperson virtual and best in class elearning recurring course materials.
• Oversee the implementation of customer feedback programs to continuously improve service offerings.

Team Leadership and Development:

• Lead mentor and develop a highperforming global service team fostering a culture of excellence accountability and collaboration.
• Oversee the recruitment training and professional development of service personnel to ensure they are equipped with the knowledge skills and resources to succeed.
• Develop and maintain a strong network of external service partners and vendors to extend service capabilities where necessary.
• Develops and executes a talent management strategy that ensures Global Service is able to attract and retain top talent and that future succession needs can be addressed from within the company.

Global Coordination:

• Manage and coordinate global service operations across multiple regions ensuring alignment in processes service delivery standards and policies.
• Adapt global service strategies to regional requirements and regulations including compliance with local laws and industry standards.
• Provide timely insights to regarding service performance challenges and opportunities.

Innovation and Industry Trends:

• Stay uptodate with industry trends emerging technologies and customer expectations to drive service innovation and competitive advantage.
• Implement new technologies such as remote diagnostics predictive maintenance and AIdriven service tools to improve service offerings and customer experience.

Qualifications

Candidates should have extensive in service ideally within a large ($2B) complex life sciences company that sells both capital equipment with a consumable component.

Education:

• Bachelors degree in Engineering Business Administration or a related field (Masters degree preferred).

Experience:

• Minimum of 18 years of experience in global service management with at least 5 years in a senior leadership role within the capital equipment or industrial machinery sector.
• Proven track record of driving service revenue growth improving operational efficiency and enhancing customer satisfaction in a global service environment.
• Experience in managing large geographically dispersed teams and coordinating with crossfunctional departments.
• Strong understanding of capital equipment products service life cycles and technical support models.

Skills:

• Strong leadership and team management capabilities with the ability to inspire and develop highperforming teams.
• Exceptional communication interpersonal and negotiation skills with the ability to engage and influence both internal and external stakeholders.
• Excellent financial acumen including experience managing budgets P&Ls and cost structures.
• Advanced problemsolving and analytical skills with the ability to drive datadriven decisionmaking.
• Familiarity with CRM and service management software platforms as well as emerging technologies in service operations.

Additional requirements include:

• Creative and intellectually curious with strong strategic intuition. Strong appetite for proactively identifying and aggressively pursuing new opportunities.
• Strong competitive spirit and results orientation and relentless customer focus.
• Strong quantitative and analytical skills; Ability to analyze complicated issues and boil down to the key points communicate effectively to their team develop action plans and bring to a successful conclusion.
• Superior interpersonal skills and executive presence with an ability to work with people at multiple levels both inside and outside of Danaher; Ability to quickly establish significant credibility trust and support within all levels of the organization (i.e. peers subordinates and senior management) as well as developing strong followership within the commercial organization.
• Successful experience leading in a service organization where service is a major component of the business and revenues.
• Proven global experience preferred.

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.

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