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Danaher Corporation Team Lead Customer Operations in Bangalore, India

Team leader Customer Operations

Main objective(s):

As Customer Operations Team Leader, you are responsible for managing the Licensing team. This team takes care of the generation and the distribution of software license keys for Esko customers according to the processes and delivery requirements for this initiative. Also, helps Esko colleagues on priority with the licensing issues faced by them while they are on-site or in touch with customers. You will handle the day to day business together with your team.

Main responsibilities (key activities)

Team Development and coaching

  • You lead, develop and organize effectively the licensing team (currently 10 people). This team is processing the license requests from sales order processing teams, customer support engineers, customers, and other requesting parties. License Requests are tracked and dispatched through a central system.

  • You coach and develop individuals’ skills, competence and potential

  • You create an environment in which this team can deliver according to the expectations, within the agreed Service Level Agreements (SLA’s).

Manage for result

  • You set clear objectives and explanations

  • You use daily management and KPI’s to monitor the operational performance of the team.

  • You provide regular feedback and reviews and conduct appraisals

  • You follow the defined processes and guidelines

  • You ensure the processing of licenses in the correct order (= based on delivery due dates, order criticality, and region). On Time Delivery is key so that both our internal and external customers are helped.

  • You ensure the quality of the licenses: Licenses should be 100% correct and matching with the customer configuration.

  • You ensure the team knowledge of the company’s business practices and licensing policies, including information about Vendors, Contracts, Licenses, License Keys, License Servers, License Agreements, etc.

  • You ensure that the customer configuration database is kept up-to-date, and that customers receive the appropriate license keys they are entitled to.

Communication

  • You communicate regularly with your team

  • You communicate regularly with your Manager

  • You communicate regularly with sales Order Processing Teams, Order Validation Teams, Customer Support Engineers, Maintenance Contract Team, (Inside) Sales Team, Global Support Licensing, PlatOps Team,…

Must Have

  • Bachelor's degree in Commerce/ Arts/ Science or equivalent

  • Having experience with Backoffice Processing, Order Processing, or Application support experience.

  • Strong written and verbal communication in English

  • Efficiency in Microsoft Excel and Microsoft Word

  • Strong problem-solving and analytical skills

  • People Management Skills to be able to build an effective and motivated team

Working Hours

  • This position involves working in shifts. We currently have 3 shifts. A license handler will need to adapt to any of these shifts

  • Morning shift: 06:30 AM – 15:30 PM

  • Mid Shift : 11:30 AM – 20:30 PM

  • Second Shift : 14:30 PM – 23:30 PM

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.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.If you’ve ever wondered what’s within you, there’s no better time to find out.

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