Job Information
Danaher Corporation Department Director, Regulatory Customer Care in Uppsala, Sweden
Be part of something altogether life-changing!
Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.
At Cytiva you will be able to continuously improve yourself and us – working on challenges that truly matter with people that care for each other, our customers, and their patients. With associates across 40+ countries, Cytiva is a place where every day is a learning opportunity – so you can grow your career and expand your skills in the long term.
Forming part of the Biotechnology segment at Danaher, we bring together dedicated technical expertise and talent to develop the next generation of life-changing therapeutics.
The Department Director, Regulatory Customer Care for Cytiva is responsible for overseeing deliveries, systems and processes, and customer-facing interactions for the customer service team focused on delivering regulatory compliance and validation documents and expert regulatory advice across Cytiva product lines.
This position is part of the Global Regulatory & Compliance located Uppsala, Sweden and Marlborough, USA and will hybrid or fully remote with periodic travel to sites based on candidate location. At Cytiva, our vision is, to advance future therapeutics from discovery to delivery.
In this role, you will have the opportunity to:
As part of the Global Regulatory Compliance management team, have accountability of operational oversight in a high-volume customer service setting focused on expert delivery of regulatory technical support
Facilitate continuous improvement of Regulatory Customer Care operational processes, documentation libraries, dashboards and reports, and software systems, including managing SalesForce Data Center (SFDC) customer response ques and metrics
Lead, manage, coach and inspire a team of regulatory subject matter experts, ensuring performance, development, and global coverage
Engage directly with Cytiva customers and strategic account leaders to proactively resolve customer queries and manage escalations
Analyze customer feedback and support metrics to identify areas for improvement and implement actionable solutions
Drive alignment with regulatory, quality, program team, and other business leaders to ensure compliance with global regulatory requirements and Cytiva standards and policies
The essential requirements of the job include:
MBA and/or Masters in life sciences, engineering, or related discipline
Direct management of customer-facing technical support teams in a regulated environment
Strong operation management experience using Lean and agile methodologies
Effective communication and problem-solving skills for managing complex customer-facing issues, develop technical support leaders and associates, and liaise affectively with cross-functional teams
It would be a plus if you also possess previous experience in:
Hands on experience with contemporary Lean and Agile management frameworks, including Danaher DBS tools
Expertise software systems for customer Technical Support in regulated environments, including SalesForce Data Center (SFDC), SmartSheet, and others
At Cytiva we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote or hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home, and may be offered remote with some travel to sites based on candidate location. Additional information about this work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cytiva can provide.
At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s 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. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
At Danaher, 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.