Danaher Corporation Qualification Services Customer Complaint Handler in Chengdu, China
Be part of something altogether life-changing
Working at Cytiva in the Life Sciences industry 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.
Cytiva is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
What you’ll do
As a result of our growing customer needs to ensure maximum lifecycle utilization of their equipment, we are looking for a Global Services Qualification Services Customer Complaint Handler. The Qualification Services Customer Complaint Handler will manage and organize staff and functions to ensure high levels of customer satisfaction, collaboration, and meet quality/cost/timeline outcomes.
Manage complaints which come to the qualification services team.
Drive regular op mechs with cross functional team to work through customer complaints.
Ensure complaints are addressed in a timely manner.
Develop analytical tools to track complaints and trending.
Look at complaint trends and make recommendations on improvements.
Escalate any urgent issues to management.
Create CAPA’s around complaints as necessary.
Assist in both External and Internal audits.
Promote a positive complaint handling culture withing the business.
Participate in CHU and ensure the regions are up to date on the status of a case.
Drive strong collaboration efforts and partnerships across Global Service organization (e.g. Regions, Product Mgmt, Technology Ops) and various cross-functional teams (e.g. Customized Bioprocess Solutions(CBS), Automation & Digital, R&D, Quality/Regulatory, Supply Chain, Sourcing)
Maintain appropriate relationships with expertise suppliers/vendors
Work cross functionally with other function in qualification services.
Support technical review and operational activities as needed based on business needs.
Leverage DBS as appropriate
Travel as needed – 5-10%
Who you are
Bachelor’s degree in Science, Engineering or relevant work experience
Strong analytical and problem-solving skills
Knowledge of quality assurance terminology, methods, and tools
Strong focus on customer, quality and meeting customer needs
Experience of working in a global environment
Demonstration of innovation and adaptability to further advance business operations and customer experience
Communicates effectively at all levels of the organization. Expresses ideas clearly and simply both verbally and in writing. Promotes timely, ongoing flow of information to others. Communicates and listens effectively to develop and maintain key business relationships
Understanding issues at a region level but also able to see the bigger picture relevant to organization on a global scale
Proficient in Microsoft Office applications (i.e., Word, Excel, PowerPoint, Outlook, Teams etc.), e-mail, web browsers and spreadsheet software
Experience working with, and presenting to, senior executives
Strong Command of the English language both written and spoken
Desirable: Experience with Qlik and Veeva
Desirable: Knowledge of DBS tools and understanding of Cytiva products
When you join us, you’ll also be joining Danaher’s global organization, where 68,000 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.
Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.
If you’ve ever wondered what’s within you, there’s no better time to find out.
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.