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Danaher Corporation Global Escalations Specialist in Coralville, Iowa

IDT is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are unique. We promote a culture where engaged people are motivated and have opportunities to achieve their full potential, as part of one global team.

IDT 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.

Job Title: Global Escalations Specialist

Location: Coralville, IA/ Hybrid

Purpose Statement:

The Global Escalations Lead will be supporting and managing escalations while maintaining the relationships between departments and servicing c ustomer needs. The main responsibility of an escalation manager is to bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction. The need for creating an escalation process is triggered by the organization when the customer complains about the urgency of resolution or when the organization perceives the loss of consumer due to emergency situation.

In this role, you will have the opportunity to:

  • Track, monitor and d ocument achievements and progression for critical issues .

  • Linking the escalation request with complaint(s) records, identifying suitable contacts, and finding the appropriate customer management services qualified for the task .

  • Assemble the escalation response team which includes the incident owner, problem owner, and other subject matter experts needed to remedy the issue(s)

  • Advocates for the customer and communicates relevant feedback (voice of the customer) to internal partners .

  • Provides proactive communication to customer and internal collaborator in executive summary format .

  • Handles customer concerns on time and within budgetary goals .

  • Develops and fosters relationships with but not limited to customers, Operations and technical experts, Sales associates, and QARA. Facilitate inter-departmental communication to effectively provide customer support.

  • Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process

  • Inform the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate policies

  • Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation

  • Lead with a DBS way of thinking. Challenge the status quo and drive change in difficult situations.   

  • Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.

  • Performs other duties as assigned.

    Education, Licensure, Certification, Registration:

  • Bachelor’s degree with minimum 4 years Strategic Customer focus (full-cycle customer engagement/relationship) (required)

    Professional Experience:

  • Minimum of two years’ work experience in a high tech or biotech company(required)

  • Experience with providing calm response and interaction with customers in a confident and empathetic manner to understand and stabilize escalated situations(required)

  • Strong proficiency with written and oral communication (required)

    Knowledge, Skills, and Abilities:

  • Strong organizational skills, with the ability to manage several concurrent customer concerns (required)

  • Use of kaizens, root cause analysis and problem-solving techniques to drive continuous improvement (required)

  • Ability to communicate to various audiences (required)

  • Ability to quickly assess new situations and prioritize critical tasks (required)

​ Professional Experience:

  • Previous experience in Strategic Commercial roles (preferred)

  • Proficiency in PSP and problem-solving ability (preferred)

    Other Knowledge, Skills, and Abilities:

  • Capable of handling escalation staff team of larger numbers (preferred)

  • Has previous experience in recruiting and retaining the staff (preferred)

  • Has proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment (preferred)

What We Offer:

  • Generous Paid Time Off Accruals

  • 16 Hours PAID Volunteer Time Off

  • 10 Paid Holidays

  • Up to eight (8) weeks of 100% paid parental leave to eligible U.S. associates

  • 401(k) with Company Match

  • Medical, Dental, and Vision Insurance Options

Integrated DNA Technologies (IDT) conducts drug screens and background checks on applicants who accept employment offers.

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.

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 applyassistance@danaher.com to request accommodation. If you’ve ever wondered what’s within you, there’s no better time to find out.

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