Danaher Corporation Director Customer Care - China in Shanghai, China
The Director, Customer Care - China is responsible for creating and driving a service strategy to optimize support level and increase customer satisfaction and sustain the levels of support for the rapid double-digit growth of Cepheid business in the region. The position is responsible for working in conjunction with the Global Service Leadership team in creating an overall service strategy to optimize response, maximize utilization of resources, improve NPS performance, increase repair center efficiency, product application related support and drive the overall effectiveness of the service delivery model. This position will also work in close partnership with the commercial team to help deliver against key growth areas and is responsible for driving and measuring customer satisfaction for the business.
In terms of reporting structure, this position will lead the Field Service, Contact Center Applications & Technical Support, Customer Care training, Service Sales & Administration as well as the Repair Center/Distribution functions. This position will functionally report directly to the Wei Dong, China Commercial Leader / General Manager and dotted line to Dave McCroskey, Sr. Dir. APAC Customer Care.
ESSENTIAL JOB RESPONSIBILITIES:
Responsibility for P&L and leading service as a business and a profit center incorporated into the China commercial revenue stream.
Strong expertise to build teams for an organization that is likely to grow rapidly from the current team size of 14 today to +30 over the next few years.
Strong experience in managing distributor led service organizations, maximizing level 2 support structures. Strong relationship skills are a must.
Ability to transition service operations from distributor supported model to direct model and rapidly improve customer experience.
Experience in all functional areas of China customer care - call center, field support and repair center operations.
Depth on business system scale a big plus - Salesforce and SAP.
Experience in Innovative approaches to customer care - different ways of doing things to solve gaps, using 3rd parties, sharing resources across groups, etc.
Will have strong influence in product marketing service development in region working with commercial executives in selling service products.
Depth in managing a US HQ connection and influencing others with ability to build business plans for investment needs.
Previous experience with Danaher Business Systems or Lean/ continuous improvement process is highly desired.
Understand global/local compliance and regulatory needs to build infrastructure and processes.
Drive the strategy for the Customer Care organization to optimize service levels and improve customer satisfaction. Execute service business plan that maps to the Cepheid China’s overall strategy. This plan will include a specific, aggressive strategy for supporting customers related to business growth, operational efficiencies, customer engagement strategies, required training for products, services and technologies and process transformation.
Drive and optimize the service performance across Major cities and remote locations with the support geography; leveraging technology, and implementing logistics, and planning resources to meet the needs of increasing install base.
Review all vendor relationships/partnerships to ensure they are enablers to driving service response.
Develop the key metrics/performance indicators for the China Customer Care to manage a growth-focused Service performance.
Provide business development operational strategies by analyzing data, defining critical measurements, determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems and implementing key changes.
Develop the NPS framework for measuring the customer experience and customer satisfaction.
Lead the effort to develop and enhance tools and technology that will enhance the customer experience and enable and create greater efficiencies.
Drive high level of employee engagement and grow talent to support succession planning.
Education or Experience (in years):
12+ years of experience with a bachelor’s degree, or 10+ years of experience with a master’s degree MBA desired.
Previous strong experience in leadership of customer Care /Support organizations with a team size of 30 associates or more.
Experience to scale up operations to rapidly growing business through strategy and actions.
Experience working for a capital equipment manufacturer of complex, technically advanced products.
Experience creating and/or working in a metrics driven service environment.
Track record of driving change and innovation.
Experience in fast paced/rapidly changing environments
Knowledge and skills:
Proven track record of management and leadership skills required to drive high level of employee engagement and drive customer satisfaction.
Ability to balance strategy with tactics; Intuition with analysis; and corporate objectives with customer success.
The courage to challenge processes that are inefficient or counter-productive and establish new processes to improve efficiency.
Self-sufficient in preparing content, collateral and presentations. Must be capable of creating and delivering effective presentations. Strong writing skills are critical.
Excellent people, management, and relationship-building skills to interact with customers, channel partners, staff, colleagues, and cross-functional teams.
Motivated, disciplined, and self-directed.
Must be organized with strong time management and project management skills. Ability to effectively lead projects and initiatives with cross-functional teams
Ability to grasp and translate technical capabilities into customer benefits.
Excellent communication skills in all forms and media, including: verbal, written, visual, presentations, websites, social media, video (both formal and informal).
Must have computer skills including MS Word, MS Outlook, MS Excel, MS PowerPoint, and Salesforce.com.
Ability to create and drive service strategy while also delivering the necessary analytics and financial review to drive the business.
Demonstrable negotiation and presentation skills and experience of presenting to a wide range of stakeholders, including those at the most senior levels.
The ability to establish a collaborative team, create enthusiasm and gain commitment from peers, direct reports and other key members of the organization.
Willingness to travel 30% or more
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.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.
Operating Company: Cepheid