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Danaher Corporation Service Documentation and QC Analyst II in Buckinghamshire, United Kingdom

This position, Service Documentation and QC Analyst II, is part of the Global Service Operations group and will be located remotely in the UK. This group leverages teams and technology to enable a fully compliant and efficient globally distributed world-class field service organization. Evaluation and documentation maintenance of any subsequent recommendations within an electronic tracking system would also be within the scope of this role.

You will be a member of the Service Systems Team and report to the Senior Manager Service Systems, responsible for advising and controlling the activities of the Global Service Technology Team for all Service Management Software (SMS) and related technologies as well as leading Europe-based Global Service Operations Team.

As part of this team, you will be responsible to:

  • Provide input into associated procedural edits to enable further improvements and streamlining as appropriate

  • Evaluate documentation of service records against encouraged standards across a sophisticated product portfolio and initiate remediation of service records and/or generate customer complaints when gaps are revealed

  • Participate in problem-solving teams and contribute to CAPA teams when needed to ensure timeliness of needed improvements

  • Complete all needed records in a timely and accurate manner within the service management and documentation systems.

  • Perform weekly / monthly monitoring reporting as determined with clear indications of performance level to target.

  • Understand and utilize service workflows and procedures to identify accountable groups and individuals when gaps are found.

  • Develop and deliver MS PowerPoint presentations to key stakeholders and/or the local service teams on levels of compliance as well as areas of success and known performance gaps

You will be working closely with a variety of people across the organization such as Customer Technical Specialists, Field Service & Application Engineers, and service leadership personnel to facilitate an organization that achieves all service documentation and procedural compliance targets. If you thrive in a fast-paced role and want to work to build a world-class Global Service Operations organization—read on.

In this role, you will have the opportunity to:

  • Create, maintain, and utilize detail support process mapping to evaluate and enable improvements that streamline multiple process interactions.

  • Ensure all aspects of customer support workflow steps fully adhere to all regulatory and compliance standards.

  • Collaboratively lead improvement and change initiatives with multiple customers facing, back office, and globally distributed functions.

The essential requirements of the job include:

  • Relevant Quality or Business Administration/ Management Qualification or Equivalent experience

  • Excellent oral and written English language presentation & communications skills including effective utilisation of MS Office and virtual collaboration tools

  • Ability to work in a cross-functional team and in multi-cultural environments

  • Perceptive, detail-oriented, and skilled at sensing variations from the norm and investigating whether compliance to company process has been maintained.

  • Ability to work independently with strong planning, organisational skills and experience managing multiple priorities

  • Verbal and written English communication and organizational skills. Other languages would be beneficial.

  • Proficient digital literacy in Microsoft applications, especially MS Office, Excel and cloud-based solutions

It would be a plus if you also possess previous experience in:

  • Service and support performance measurements, statistics, benchmarks, or field service industry best practices.

  • DBS or continuous process improvement experience with abilities to solve problems, improve processes and drive business results with PSP, Kaizen, Daily Management, and other similar tools.

  • Prior customer facing experience in a service and support role within the Life Sciences or IVD market.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 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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