Danaher Corporation Service Manager UKI in Macclesfield, United Kingdom
Due to internal promotion we have a phenomenal opportunity available for an experienced Service Manager to lead our UK & Ireland Field Service team which is 28 strong. This role is remote in the UK with travel and as a Service Manager with Leica Biosystems you will develop, own and achieve annual service strategies and financial goals through managing our engineers.
You'll drive service as a profitable business. Develop commercial programs and service plans in close conjunction with the Commercial Director UKI to support and grow Leica Biosystems’ business in UKI.
Provide the direction, leadership, coaching and mentoring for field engineer, helpdesk and technical assistance team members. Advance the professional development, professional conduct, service effectiveness and efficiency of staff. Track progress with identified service critical metrics, optimally using DBS tools.
Be a member of the EMEA service leadership team, participate in cross-EMEA Service improvement projects, taking over responsibility for selected projects.
In this role, you’ll
Strategy & business
Define the regional field and commercial service strategy with the Senior Leadership team across all product groups in UKI in partnership of the regional sales organisation.
Achieve revenue utilisation targets and other relevant Service KPI’s as defined on an annual base
Achieve revenue targets for sales of contracts and any other lead generation projects
Lead and drive a culture of strong customer focus across the UKI region
Actively contribute to service improvements projects in EMEA
Drive bottom-line results with commercial programs and efficient service structure + processes
Support the tender preparation, contract negotiation with external service providers, active management of the key accounts in the area of service
Drive adoption of Danaher Business System tools and accurate use of Field Management tool (SFDC) and of all agreed service processes
Strong partnership with the UKI Commercial and Customer Care teams to effectively support Leica brand with customers, ensuring information transfer from contact with the customers to the sales team to improve customer satisfaction and to increase revenue opportunities, close collaboration with shared services to safe-keep speedy and smoothly processes and for the flow of information
Plan and coordinate quarterly Regional Service Meetings
Actively participate in the UKI leadership team
Attend Regional or EU sales meetings
Implementation of possible and appropriate system modifications according to the requirements/ needs of the customer. Reduction of the inventory at the shop floor to a minimum
Manage, coach, mentor and support a team of Inside Sales Specialist, Team Leaders, FSE’s and TAC associates
Engage and lead the team to achieve and exceed individual quarterly and annual sales quota, strategic and service objectives.
Lead all engagement activity for the team driving a culture of communication for motivated and proactive staff.
Travel Visit customers with sales and with FSE’s providing individual coaching and professional development
Develop, maintain and implement development plans for all direct reports
Recruit, develop and train your team with clearly communicated service and overall performance standards
Establish Standards of Performance for direct reports and set expectations on completion of responsibilities and duties
Build relationships and keep contact with key customers and distribution partners for direct feedback on quality of service and any improvement opportunities
Maintain relationship with key customers and influencers at major institutions in UKI
Maintain a solid understanding of LBS products, customer applications and key customer needs; monitor trends and track competitor activity; feedback into Commercial and Marketing organisation
Ensure potential Distribution Partners are aligned with Service & Regulatory regulations
What you’ll need to do the job
Solid people management experience in a similar role
Experience in transitioning service organisation from field-based to remote-support oriented model
Technical degree or engineering and business administration
Consistent track record of leveraging service organisation for commercial growth (contract sales, instrument, consumables lead generation)
Knowledge and experience in turning VOC (Voice of the Customer) within an organisation in support of customer satisfaction and organisational growth.
Demonstrated ability to drive continuous improvement mentality onto the service organisation
Proficient knowledge of Excel, SAP, PowerBI, Salesforce
Interested? Join the Leica Bio Systems Team!
Want to join our growing team that is helping our customers do incredible work? We look forward to your application!
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.