Danaher Corporation Sales Engineer-LSR in Hangzhou, China
Danaher Company Description
Leica Microsystems Inc. is an internationally renowned manufacturer and distributor of scientific instrumentation. Leica prides itself on providing the most innovative solutions to our customers’ needs for measurement and analysis. Leica offers competitive benefits including medical, dental, vision, prescription, long term care, life insurance, STD, LTD and 401 (k). See our website at www.leica-microsystems.com. If you need assistance applying, please contact us at firstname.lastname@example.org or call 1-800-248-0123. Leica-Microsystems, Inc. is an equal opportunity employer.
JOB SUMMARY: To manage and oversee call center, manage daily call volume to meet department standards, and customer satisfaction measurement tools. This position establishes and maintains strong working relationships of support units to optimize customer and sales organization satisfaction.
Area of Responsibilities: * Oversees the performance of the team in answering and handling customer calls and orders in a timely manner, received through phone system, mail, fax, or email. * Coach and evaluate Customer Service Representative performance, provide feedback and guidance for improvement. Monitor quality assurance of over-the-phone performance. Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives. Monitor and approve associates time and attendance and requests for time off * Provides feedback to management on ways to increase efficiencies and effectiveness of servicing customer's needs. Make recommendation for process and procedure improvement to appropriate management. * Conducts performance reviews * Performs necessary record-keeping activities. * Uses sound judgment and initiative to satisfy internal and external customer requirements. * Trains Customer Service Representatives on all aspects of performing daily tasks and projects. * Understand and direct team in meeting departmental goals and objectives, including service level standards. * Projects: o Plan and deliver special projects as requested by the Director of Planning and Customer Service in order to address specific tactical and/or strategic business needs. o Must be willing to train in lean process tools and lead project teams. o Lead and implement projects/processes to improve the customer experience and organizational effectiveness. * Direct Staff: Recruit, develop, coach and evaluate staff to ensure efficient and optimal department operation resulting in high performing teams. Develop and communicate performance standards across department. * Quality/FDA: Responsible for ensuring department's compliance with all Quality initiatives, including but not limited to FDA Reporting, GMP and ISO procedures. * Other Responsibilities: Perform other duties as assigned.
Leica Microsystems is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
Education/Experience: * 5 plus years of call center experience required * At least 2 years of experience as a supervisor is required (at least 20 direct reports) * 3 plus years of Medical Device or Health Care industry experience is required * SAP, Microsoft Word, and Excel knowledge is required; Microsoft PowerPoint is preferred * Bachelors degree or equivalent experience
Specific Knowledge & Skills: * Ability to multitask, work effectively under pressure, make sound business decisions * Ability to develop efficient and highly productive teams * Self motivated * Ability to adapt to changing business priorities, initiatives, requirements * Proficient in Microsoft Windows and Microsoft Office (Excel, PowerPoint, Word); proficiency in Lotus Notes, SAP, CRM is preferred * Exceptional analytical and problem solving skills * Excellent communication skills (verbal, written) * Excellent organizational skills
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 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 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.
Organization: Leica Microsystems
Job Function: Customer Support
Primary Location: Asia Pacific-China-China-33-Hangzhou
Req ID: LEI004211