Danaher Corporation Supervisor - Field Service Engineering - Toronto/Montreal in Montreal, Canada
Beckman Coulter Life Sciences’ mission is to empower those seeking answers to life’s most important scientific and healthcare questions. With a legacy spanning 80+ years, we have long been a trusted partner to our customers, who are working to transform science and healthcare with the next groundbreaking discovery. As part of our team of more than 2,900 associates across 130 countries, you’ll help drive our vision of accelerating answers—and our commitment to excellence.
Beckman Coulter Life Sciences is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
The successful candidate is encouraged to provide strong leadership at the workgroup level for a team of Field Service Engineers to consistently exceed customer expectations, thus accelerating the growth of instrument service agreements and service revenues. The individual in this position will work cross-functionally to employ partnership at all levels and drive positive results in the organization. This role includes team lead and supervisory aspects, as well as technical work required in the FSE role. The individual will continue to directly service customers at a reduced level, determined by the current Senior Manager or Director North America Service while leading a team of Field Service Engineers to achieve financial objectives and drive customer satisfaction.Key Responsibilities
Through strong customer happiness skills, and employing various tools, grow Beckman Coulter revenues and instrument agreement growth by providing superior service and coaching the assigned team.
Financial management - Includes revenue growth, expense management, inventory turns, etc. for region. Basic understanding of or capacity to learn high-level financial statements - essentially understanding the impacts that key decisions have on the Beckman Coulter Field Service and OpCo P&L. This role is intended to expose an individual to the financial side of the organization and improve financial management capabilities under the direction of the District Service Manager.
Motivational partnership. Drive cohesive cross-functional work atmosphere with a positive attitude. Increase field morale and engagement.
Excellent follow-up skills to ensure customer expectations are exceeded and close all outstanding issues. Ownership of resolution/mitigation of customers and/or escalations is a core responsibility that includes significant direct customer communication.
Coach and mentor team of Field Service Engineers to reduce response time, reduce Call Backs, run inventory, remove hurdles to daily operations, raise expectations and performance of each FSE and promote partnership.
Performance Reviews for FSE’s on their team (in accordance with Danaher P4G).
Direct service and support. This role will require direct servicing of customers on average 40-60% of the time.
Strong communication and listening skills
Excellent Commercial Skills
Understanding of business operations, revenue growth, expense management, and inventory turns, etc.
Integrity and ethical behavior
Basic understanding or capacity to learn high-level technical aspects of equipment, computer software (MS Office) abilities, strong deductive reasoning, not limited by "in the book" thinking, flexible and versatile in decision making
Bachelor’s degree, equivalent, or proven track record in areas of core competency
Three to five years of technical experience
Solid understanding of basic Computer Programs (MS Office - Excel, Word, PPT)
Solid understanding of revenue growth through direct selling (value selling experience)
Strong interpersonal communication skills
Strong deductive reasoning, problem-solving skills
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 tools and the stability of a tested organization.
Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.
If you’ve ever wondered what’s within you, there’s no better time to find out. #LI-AY1
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.