Danaher Corporation Customer Experience & Service Manager with Pall Water in Cleveland, Ohio
Combined with decades of experience and thousands of installations, Pall Water is known globally as a provider of high-quality systems designed to tackle the most complex water treatment challenges, simply and reliably. Pall Water is a global leader in filtration, separation, and purification technologies. Our trusted water treatment solutions ensure the continual supply of safe and reliable water for municipalities and industries. With more than two billion gallons of installed capacity spanning six continents, we are a leader in membrane-based water treatment solutions. www.pallwater.com
As a part of Trojan Technologies, Pall Water is proud to be one of Danaher's Water Quality companies (https://www.dhwaterquality.com/) . Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment.
We have an amazing career opportunity available for a Customer Experience & Service Manager ! This role is a member of Pall Water’s dynamic executive leadership team, reporting directly to the General Manager and driving organization-wide strategic projects. The role will lead all aspects of all operational touch points toward our customers in their aftermarket journey. This includes: Order intake, post-order support, technical support, and equipment field service/repair for all North America based resources. With five direct and 20 indirect reports, this role drives a customer first mentality across the business and works with all global equivalents to drive global consistency.
This role can be remote within the greater London or Toronto area or the north/northeast US from Chicago to Cortland, NY. Being close to our locations in NY and Ontario is key for driving relationships.
Responsible for setting up multiple levels of customer contact and customer topic resolution
Establish long- and short-term operating and financial goals, including budgets and forecasts.
Develop critical metrics and ensure performance for Field Service (direct and third parties), Technical Support, Service Administration, and Service Sales (indirect) teams.
Dotted-line responsible for total revenue generation and the gross profit margins associated with service product offerings, responsible for profit or loss performance.
Work closely with the supply chain team for planning and execution of both service orders as well as project commissioning related activities.
When technical support is not sufficient to address a customer problem, assures streamlined support through our subject matter experts (ie. process engineering, software engineering, etc).
Support the implementation of the Danaher Reliability System (DRS) through complaint tracking and addressing fundamental root causes to failure mechanisms.
Work with Quality to address customer complaints, combining information from repairs to capital equipment to potential failures in system design.
Crucial Leadership Attributes:
Demonstrate Danaher Leadership Anchors and Core Values
Growth oriented – Develops and share a vision that motivates and engage direct and indirect associates in achieving sustainable growth
Committed to results and productivity – Demonstrates a continuous improvement mentality and a sense of urgency.
Able to manage complexity – Demonstrated problem-solving skills and the ability to simplify complex issues.
An effective communicator – Presents ideas in a thoughtful way as well as showing the behaviours of active listening.
BS or BA in Engineering or Business fields
Minimum 10 years progressive experience, including leadership, in customer service and equipment service
Ability to present highly complex, technical, or difficult messages clearly and persuasively
Can quickly acquire new knowledge and skills
Demonstrated ability to prioritize clearly and manage finite resources
Travel requirement of 25% when measured over extended period, mostly within US & Canada but can be international for training and/or knowledge sharing. Typical work-related travel assignments range 1-5 days, and as such overnight, out-of-town stays.
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.
Danaher Corporation and all Danaher Companies require all US and Puerto Rico employees to be vaccinated against COVID–19 as a condition of employment, subject to reasonable accommodation as required by law.
Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at firstname.lastname@example.org to request accommodation. If you’ve ever wondered what’s within you, there’s no better time to find out.