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Danaher Corporation Director, Greater India CC Operations in Gurugram, Haryana, India

Job Title: Director, Customer Care – Greater India

Job Location: I ND - Gurugram, Haryana

Date Written: 06/14/21

Written By: Dave McCroskey

FTC code - 2103APAC SVFTE202_RPL


The Director, Customer Care – Greater India is responsible for creating and driving a service strategy to optimize support level and increase customer satisfaction and sustain the levels of support for the rapid double-digit growth of Cepheid business in the region. The position is responsible for working in conjunction with the APAC & Global Service Leadership teams in creating an overall service strategy to optimize response, maximize utilization of resources, improve NPS performance, increase repair center or supply chain efficiency, product application related support and drive the overall effectiveness of the service delivery model. This position will also work in close partnership with the commercial team to help deliver against key growth areas and is responsible for driving and measuring customer satisfaction for the business.

In terms of reporting structure, this position will lead the Field Service engineering, Service Sales & Administration as well as any Repair Center/Supply Chain Distribution functions. This position will functionally report directly to the Sr. Dir. APAC Field Services.


Key Responsibilities:

  • Responsibility for Field P&L and leading service as a business and a profit center incorporated into the Greater India commercial revenue stream.

  • Strong expertise to build teams for an organization that is likely to grow rapidly in the coming years.

  • Experience in all functional areas of India customer care - call center, field support, FAE and Third-Party management.

  • Depth on business system scale a big plus - Salesforce and SAP.

  • Experience in Innovative approaches to customer care - different ways of doing things to solve gaps, using 3rd parties, sharing resources across groups, etc.

  • Will have strong influence in product marketing service development in region working with commercial executives in selling service products.

  • Depth in managing a US & APAC HQ connection and influencing others with ability to build business plans for investment needs.

  • Previous experience with Danaher Business Systems or Lean/continuous improvement process is highly desired.

  • Understand global/local compliance and regulatory needs to build infrastructure and processes.

  • Drive the strategy for the Customer Care organization to optimize service levels and improve customer satisfaction. Execute service business plan that maps to the Cepheid Greater India overall strategy. This plan will include a specific, aggressive strategy for supporting customers related to business growth, operational efficiencies, customer engagement strategies, required training for products, services and technologies and process transformation.

  • Drive and optimize the service performance across Major cities and remote locations with the support geography; leveraging technology, and implementing logistics, and planning resources to meet the needs of increasing install base.

  • Review all vendor relationships/partnerships to ensure they are enablers to driving service response.

  • Develop the key metrics/performance indicators for the Greater India Customer Care organization to manage a growth-focused Service performance.

  • Provide business development operational strategies by analyzing data, defining critical measurements, determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems and implementing key changes.

  • Nurture the NPS framework for measuring the customer experience and customer satisfaction.

  • Lead the effort to develop and enhance tools and technology that will enhance the customer experience and enable and create greater efficiencies.

  • Drive high level of employee engagement and grow talent to support succession planning.


Education or Experience (in years):

  • 12+ years of experience with a bachelor’s degree, or 10+ years of experience with a master’s degree MBA desired.

  • Previous strong experience in leadership of Customer Care /Support organizations.

  • Experience to scale up operations to rapidly growing business through strategy and actions.

  • Experience creating and/or working in a metrics driven service environment.

  • Track record of driving change and innovation.

  • Experience in fast paced/rapidly changing environment

Knowledge and skills:

  • Proven track record of management and leadership skills required to drive high level of employee engagement and drive customer satisfaction.

  • Ability to balance strategy with tactics; Intuition with analysis; and corporate objectives with customer success.

  • The courage to challenge processes that are inefficient or counter-productive and establish new processes to improve efficiency.

  • Self-sufficient in preparing content, collateral and presentations. Must be capable of creating and delivering effective presentations. Strong writing skills are critical.

  • Excellent people, management, and relationship-building skills to interact with customers, channel partners, staff, colleagues, and cross-functional teams.

  • Motivated, disciplined, and self-directed.

  • Must be organized with strong time management and project management skills. Ability to effectively lead projects and initiatives with cross-functional teams

  • Ability to grasp and translate technical capabilities into customer benefits.

  • Excellent communication skills in all forms and media, including: verbal, written, visual, presentations, websites, social media, video (both formal and informal).

  • Must have computer skills including MS Word, MS Outlook, MS Excel, MS PowerPoint, and Salesforce.com.

  • Ability to create and drive service strategy while also delivering the necessary analytics and financial review to drive the business.

  • Demonstrable negotiation and presentation skills and experience of presenting to a wide range of stakeholders, including those at the most senior levels.

  • The ability to establish a collaborative team, create enthusiasm and gain commitment from peers, direct reports and other key members of the organization.

  • Willingness to travel as required.

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

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.

Operating Company: Cepheid