Danaher Corporation Field Service Manager (Rwanda) in Kigali, Rwanda
The Field Service Manager is responsible for managing field service operations performance of Cepheid direct field staff , and if applicable, indirect service providers. This will ensure that performance is managed within the stated key performance indicators and that quality standards are maintained. As such the Field Service Manager assumes ownership of customer satisfaction, team development, growth and profitability in region.
This job will be based in Rwanda and will require approximately 25 -50 % travel.
ESSENTIAL JOB RESPONSIBILITIES:
Operations & Quality:
Manage f ield s ervice o peration s while strictly respecting Cepheid’s Quality Management System & processes.
Customer satisfaction advancement through daily management of operations, including field visits to maximize productivity and capabilities.
Ensure an efficient geographical field coverage aligned with c ustomer needs.
Accountable for Environmental, Health and Safety for Field activities.
Provide continued communication across organization (within Customer Care and Commercial Teams) for key accounts via f ield s ervice o perations KPI, dashboards and identified continuous improvement initiatives.
Develop proactive account plans to prevent and predict issues.
Provide additional support to resolve key account issues.
Set f ield s ervice o perations in alignment with c ountry Go- T o-Market programs.
Learn, use and deploy appropriate corporate tools to support the business.
Ensure that f ield e ngineers have necessary tools to perform their activities and that they report them accurately in a timely manner in our s ervice s ystem as per Quality polic y .
Works cross-functionally across all departments and regions as needed.
As needed, provide first - line or backup on - site field service installation of systems, maintenance and troubleshooting to ensure a smooth and rapid start-up for customers.
Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through escalations, proactive attitude and actions to monitor/optimize customer outcomes
Ensure the team records information related to installations, training, customer support and follow-up in SFDC as well as market intelligence data and reports to regional and country leaders
Strict adherence to the Danaher integrity and compliance policy.
Commercial & Finances:
Build strong relationships with r egional/ c ountry C ommercial organizations; give inputs to Service Business Development t eam to design attractive s ervice v alue p roposition and identify business service opportunities.
Communicate the value propositions of Cepheid s ervice offers to customers.
Develop long term value-based relationships with key accounts.
Maximize customer loyalty and satisfaction. Focus on voice of the customer.
Prioritize customer and business objectives to provide clear direction to FSE’s.
Establish and monitor s ervice o perations , sales & OPEX during budget forecasts; justify potential variations and identify countermeasures as per needs.
Use continuous Lean, Six Sigma Principles and problem-solving process to bridge the gap between company and end user s, with zero tolerance on compliance deviations.
Hire, develop, train and coach f ield staff ; e nsures team cohesion.
Listen associates’ feedback s during regular 1:1 and survey; enhance their engagement and satisfaction via tangible action plans.
Identify talents and design attractive development plans.
Complete all assigned and required training satisfactorily and on time
Ensure your associates attend and complete all required trainings satisfactorily and on time.
Education or Experience (in years):
High school degree with 8+ years of experience OR
Bachelor’s degree with 5+ years of experience OR
Master’s degree with 3+ years of experience
5+ years relevant Field Service experience, 5+ years M anagement in remote employee territory. Experience in Life S cience or Healthcare or knowledge of laboratory workflow appreciated.
Knowledge and skills:
Communication – Communicates effectively at all levels of the organization. Expresses ideas clearly and simply both verbally and in writing. Promotes timely, ongoing flow of information to others. Communicates and listens effectively to develop and maintain key business relationships.
Technical – Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.
Motivating Others – Creates motivating environment. Empower others . I nspires and motivates entire organizations. Assists in building cohesive teams, bringing out the best from peers.
Customer Orientation – Demonstrates a keen understanding of various customers’ needs.
Initiative – Ability to work well independently and exercise appropriate judgment under general direction . Ability to take direction from multiple sources and manage conflicting priorities in an effective and efficient manner. Ability to multi-task.
Problem Solving – Uses rigorous logic to solve problems.
Decision Making – Ma kes timely decisions based on analysis, wisdom, experience and judgment.
Strategic Agility – Anticipates future trends and consequences. Find ways to forward strategic initiatives .
Global/Business Perspective – Understanding issues relevant to organization on a global scale .
Computer Skills – Proficient in Microsoft Office applications (i . e., Word, Excel, PowerPoint, Outlook , etc.), e-mail, web browsers and spreadsheet software. Demonstrated ability to develop expertise in ERP and CRM systems. Experience with SAP, SalesForce including Field Service Lightning .
Travel – In Country and in Region + occasionally outside Region . Valid motor vehicle license. Valid Country-Issued Passport . Required to spend around minimum of 25 % on-site with customers
Infrequent travel into EU Schengen region (France) and USA (California) could be expected .
Languages – Fluent in [COUNTRY] language (s) mandatory . English min imum B - Level competency .
Other - The individual may be asked to do other job duties as required by the business . Will be required to work after hours from time to time
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