Danaher Corporation Senior Director, After Market Service & Solutions in Florence, Kentucky
Mammotome associates know that every moment matters when it comes to advancing breast cancer diagnostics and surgical solutions. When you come to work at Mammotome, you’re collaborating with a global team of engineers, designers, communicators, strategists, and specialists to improve patient outcomes. If you want to be inspired to grow every day, join our diverse, hardworking, high-performing team.
Be part of a company that’s a trusted leader in breast cancer diagnostics and support products you can feel passionate about!
Mammotome is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.
We are looking for a Senior Director, After Market Service & Solutions to help us transform and lead a world class, customer centric, service and solutions organization. The successful candidate will build a best-in-class service offering that is fully supported by robust back-end processes, including technical support, loaners, digital connectivity, and asset management. This individual must possess a balance of strategic thinking, relevant experience, leadership, and drive. This person will be managing 3 direct reports with 2 of them having teams under them.
All the responsibilities we will trust you with:
Develop a highly engaged, high performing team in the delivery of after-market solutions. This includes leading a team of managers and subordinates, including coaching toward proactive performance management and career development.
Develop and sustain asset management process and customer portal to ensure timely delivery of loaners, placements and repaired equipment
Develop and roll out service offerings that are value add to customers, drive best in class net promoter scores and enable Mammotome to drive revenue growth
Drive inside sales to hit service attachment targets
Own service P&L, delivering key cost and revenue goals
Own data management post sale to ensure timely delivery or services and new offerings that provide enhanced asset visibility to customers
Utilize SAP and SFDC (salesforce.com) to drive process efficiencies and internal communication
Oversee the technical support function for North America including identifying the need for and delivery of training material and related programming.
Accountable for monitoring, measuring, and improving key performance indicators related to areas of responsibility. This includes customer satisfaction metrics, abandoned call rates, average time to answer, problem resolution metrics, and other measures of productivity.
Leads the proactive identification of problems and improvement opportunities including the development, implementation and sustainment of countermeasures.
Own cross department communication and escalation to ensure critical tasks are completed, continuous improvement takes places and waste is eliminated
Your areas of knowledge and expertise that matters most for this role:
Bachelor’s Degree in technical field, or equivalent education and experience in a related field required
Minimum of 10 years relevant commercial experience, with a minimum of 5 years’ experience as a people leader.
Direct experience in 2+ areas of after-market services, including technical support, inside sales, asset management, loaners/returns, and service sales.
Experience developing a process from scratch that lead to tangible financial results in excess of $2M incremental revenue
Previous experience with building connectivity across various systems (SAP, SFDC, PowerBI) is preferred
Leading within medical device or life science industry is preferred
Project leadership/management experience preferred
Salesforce.com experience is helpful
Must be able to travel up to 20% of the time; both domestic and international travel is required.
Typical work-related travel assignments range 1-3 days, and as such overnight, out-of-town stays are required
Check out our benefits here: www.danaherbenefits.com
At Mammotome, we are committed to providing best-in-class technology to help clinicians accurately diagnose breast cancer. We provide clinicians devices spanning the breast cancer diagnostic care continuum from tissue biopsy to accurate lesion removal, never forgetting that at the heart of each breast cancer diagnosis is the patient. Through our ever-expanding product portfolio, we strive every day to improve the patient’s journey and achieve better outcomes. Headquartered in Cincinnati, Ohio, the Mammotome brand is sold in over 50 different countries throughout the world.
Mammotome takes affirmative actions as an equal opportunity employer to attract, promote and retain the most fully qualified candidates without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, ancestry, sexual orientation or gender identity.
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 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.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.