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Danaher Corporation DBS Leader, Global Customer Care Enablement in New York, New York

POSITION SUMMARY:

The Danaher Business System Leader (DBSL) is responsible for promoting and facilitating the successful implementation of the Danaher Business System (DBS), allowing Global Customer Care Enablement to meet its strategic objectives and Key Performance Indicator (KPI) targets. Reporting to the Sr. Director, Global Customer Care Enablement, you will work closely with Global Product Support (GPS), New Product Introduction (NPI), Customer Care Learning and Development, Data & Analytics, Customer Care Compliance and Operations Support to drive process improvement by leveraging the DBS toolkit.

ESSENTIAL JOB RESPONSIBILITIES:

  • Assist departmental leadership in the development of a DBS Roadmap (i.e., how to use the DBS tools to drive sustainable improvement in results and grow its businesses).

  • Drive targeted, sustainable improvement in QDIP (Quality, Delivery, Inventory and Productivity) that is tied to KPI targets and Daily Management (DM) by leveraging DBS tools, coaching skills, and the change management process.

  • Lead and manage Global Customer Care Enablement Kaizen funnel

  • Ensure successful kaizen events by installing and ensuring compliance to the kaizen process - (1) planning of kaizens with a dynamic funnel process tied to PD and Daily Management, (2) kaizen execution, and (3) sustainment of kaizens

  • Provide formal and informal DBS training and coaching to department leaders, people managers and associates

  • Promote and facilitate associate development in various DBS tools and kaizen leadership.

  • Improve DBS training and facilitation skills by pursuing certification in DBS tools (Certified Practitioner process for self and others).

  • Evaluate and approve Associates for CP certification.

  • Promote and facilitate diagnosis of workflow impediments and other wastes throughout the business, and provide expert counsel on appropriate DBS tools to eliminate them

  • Analyze data to identify key performance indicators and negotiate team targets to ensure customer satisfaction and regulatory compliance

  • Benchmark and incorporate best practices from other Danaher companies

  • Be an active Leader in staff meetings, PD, and Daily Management reviews (as appropriate)

  • Partner with regional Customer Care teams and cross-functional departments, e.g., Regulatory and Quality, Engineering, IT, Product Marketing and others to drive process improvement

EDUCATION AND EXPERIENCE:

  • Bachelor's degree with 12+ years of related work experience

  • Master's degree with 8+ years of related work experience

  • Mastery of DBS Fundamentals is preferred; proficiency is leveraging lean principles and tools to drive process improvement

  • Practitioner experience in functions/areas supporting Customer Care, Field Service, Call Center or Customer Service is preferred

  • Project Management experience is preferred, certification a plus

  • Prior experience in medical device, life science or other highly regulated industry is preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Excellent communicator via phone/webcam, email, presentation, and face-to-face.

  • Outstanding organizational and influencing skills; ability to work and influence all levels of the organization from Senior Leaders, Functional Leaders, to project managers and practitioners in all functional areas

  • Proven process improvement and change management skills

  • In-depth experience with Microsoft Office (MS Excel, Word, PowerPoint, Visio, others)

  • Excellent customer relationship management; customer oriented

  • Effective coaching and mentoring skills

  • Understanding service value chain and ability to develop process

  • Presents projects, findings and analysis to management and executive levels

  • Metrics and results oriented with a continuous improvement mindset

  • Ability to champion DBS and develop and install best practices across diverse business environments

  • Ability and flexibility to work with cross-functional teams globally

  • Independence and good judgment, positive attitude, and an innovative spirit

TRAVEL: estimated at 25%

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.Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.If you’ve ever wondered what’s within you, there’s no better time to find out.

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