Danaher Corporation Regional Service Manager (m/f) – North Europe in Frankfurt, Germany
Danaher Company Description
Laetus is the industry leader in inline quality control. Founded in 1974, the company is synonymous with successful vision inspection with solutions such as ARGUS, POLYPHEM and INSPECT. Our experience of more than 40 years plays an integral part in the development of Secure Track Trace Solutions (S-TTS) – reliable modular packaging and supply chain control solutions for the pharmaceutical, medical technology, cosmetics and FMCG industries.
In December 2015 Laetus, with its more than 250 employees worldwide, has been acquired by Danaher. It operates as an independent business within the Product Identification Platform.
For our Global Service Organization we are seeking a dedicated Regional Service Manager.
In this role the RSM provides Field Service support to Laetus customers and sales teams, within a defined service territory, and to defined and measurable standards of performance. Spend pro-active time with customers to aid retention. Line management of a field service team. Ensure that administrative and reporting activity is managed for the region.
The Regional Service Manager North Europe ideally would be located in either Germany or UK or within one hour drive of a major airport that has direct connections to Frankfurt and London Heathrow / Birmingham.
Field Service Support to Customer and Sales Teams* Provide the field resource at any given time, to support the field repair, preventative maintenance and installation of all Laetus Equipment. * Ensure that all customer requests (internal and external) are professionally handled, scheduled and acted on. This will include ensuring that the status of any customer commitment is communicated pro-actively. * Ensure that internal performance targets are met. * Ensure that the Regional team can accommodate new and forthcoming products. * Ensure that all customer scenarios are dealt with, within the established problem management and escalation procedures. “Fix the customer” during technical escalations. * Develop the Regional team in areas of pro-active service and the identification of value added Services. * Develop relationship with Sales equivalent and visit customers together to build strong customer relationships and Retention. * Ensuring customer expectations are set correctly from technical perspective, during early Sales process. * Ensure that the appropriate Health & Safety standards are adhered to.
Provide Service within Budgets* Ensure that appropriate control is exercised over variable areas of the cost budget. Examples are overtime, training, travel time etc. * Ensure that revenue targets are met for the Region. * Responsible for generating qualified sales leads within the team. These require follow-up and tracking until conversion into orders. * Manage the Regional service stock inventory to a defined target. * Provide line management responsibility to the Regional Team * Ensure that the team have the appropriate skill levels to carry out their roles. Plan and provide training reviews and training programs for the Team. * Ensure that reward, appraisal, motivational and disciplinary controls are in place. * Ensure that all administrative activities for the region are managed * Organize to ensure that customer invoicing is carried out quickly and efficiently and that the departmental information systems are populated and maintained in a timely manner. * Ensure all credit notes are resolved and processed in a timely manner.
* * Provide Information* Provide regular reporting, detailing activity and performance for the Region in the areas of customer activity, service performance, personnel etc. * Provide regular Business Fundamental information for the region in terms of key performance measures
Educational background * Master of Science in Electrical, Mechanical, Engineering or equivalent Professional skills * 5 years of engineering / field service experience with direct customer Focus. * Experience in leading customer communication and technical escalations * Engineering or technical commercial background preferably with responsibility for technical service delivery * Budgetary responsibility * Management of multi-skilled service Teams * Management of field based / remote teams Soft-Skills * Change Management * Strategic thinker * Motivational leader encouraging collaborative working * Relationship building and engaging networker * Innovative problem solving * Calmness and clarity of thought in pressured situations * Result-oriented, hands-on and pragmatic mentality * Planning and organisation of Resources * Excellent written and verbal communications skills (English is a requirement, another language would be plus) Personal Attributes * Credibility and engagement through gravitas * Commercial awareness and focus * Driven by achievement and results * Approachable, flexible and open minded
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years. At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team. Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.
Job Function: Customer Support
Primary Location: EMEA-Western Europe-Germany-Hessen-Frankfurt
Req ID: LAE000155