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Danaher Corporation Manager Field Technical Service-Milwaukee/St Louis in Sturtevant, Wisconsin

Meet Your Next Favorite Team!

We are growing! Beckman Coulter is introducing 118 new or improved products in 3 years.

Do you thrive in a multifunctional, collaborative, fast-paced role and want to work to continue to build a world-class organization?

We are looking for a hardworking, results-oriented Field Technician Service Manager to join our team.

The Field Technical Service Manager is responsible for providing strong leadership for a team of Field Service Engineers within Beckman Coulter Diagnostics organization. It is part of the role to drive a culture of exceeding customer expectations to deliver outstanding customer service, thus accelerating the growth of Diagnostic product placements and service revenues. Core duties include direct management responsibilities, ownership of customer satisfaction initiatives, field employee development, and financial management responsibilities to leverage Service and Sales revenue and profit growth.

Responsibilities:

Customer Satisfaction

  • Owns the customer experience

  • Is a clear advocate for the customer (internal and external) and a steward Beckman Coulter

  • Experienced with managing and resolving high-pressure customer issues, including product performance issues and technical escalations

  • Commitment to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”

  • Excellent follow-up skills to insure we exceed needs of customers, and close all outstanding issues

  • Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion

  • Service and OpCo P&L.

  • Drives team to meet service revenue goal

  • Manage District expenses to achieve annual operating profit target including but not limited to travel, overtime, parts and inventory management, fleet, etc.

  • Capability to analyze data and strategize continuous improvement initiatives

  • Drive substantial new equipment lead generation from Service to aid Sales growth

  • Partners with Regional Sales Managers and Sales Team members and strategizes to drive business opportunities for the organization

  • Ensures compliance and adheres to FDA regulations

People Management & Leadership

  • Highly skilled at field employee development, including coaching, mentoring and finding opportunities for improvement

  • Creates a culture of ownership and accountability – ensures associates understand their objectives and are provided the tools and guidance to be successful

  • Constantly works to build the best team via detailed employee development plans and by recruiting the best talent

  • Creates followership via action and integrity – builds a winning team culture and participates in driving the success

  • Motivates employees and drives a cohesive multi-functional work atmosphere with positive demeanor. Increase field morale and expectations Continuous Improvement

  • Leads by example to develop a robust continuous improvement culture

  • Develops and drives accountability around daily management and monthly KPI’s

  • Able to quickly identify systemic business issues and uses team expertise and DBS problem solving tools to drive to root cause – crucial to effectively be responsible for and implement permanent countermeasures to drive a sustainable business advantage

  • Ensures all processes are documented and improved via the use of kaizen (VSM, TPI, etc.)

  • Acts as a primary customer of DBS and uses DBS expertise to map improvement plans and drive sustainable improvements Sales Support

Qualifications

  • Demonstrated ability to manage partners expectations and needs (e.g. Customers, Sales) in order to guide actions

  • Able to apply systems thinking to generate solutions, evaluate alternatives and bring to bear customer satisfaction

  • Proven track record to work across multi-functional teams cohesively, building long term associations based on trust and collaboration

  • Formulates a clear strategy (short and long vision) and maps the assertive steps that will clearly accelerate the organization toward its strategic goals

  • Successfully deliver results in a fast pace environment while quickly adapting to changing priorities and unforeseen challenges

  • Communicate expectations regarding performance and hold people accountable for results

  • Demonstrated commitment to safety

Required education and/or experience

  • Bachelors (ideally in a technical or engineering field)

  • 5 + years of prior field service management experience in related field, technical management, or management in a field that requires regular customer interaction

  • Highly computer literate (especially in Excel and PowerPoint, Oracle and Salesforce.com a plus)

  • Exposure to P&L, and budget management experience

  • Current and clean driver’s license record

  • Willing to travel 50% of the time within region

  • Master’s in Business a plus

  • Medical Diagnostics Field Service experience a plus

Benefits

Beckman Coulter offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com. We believe you'll like what you see.

About Us

Beckman Coulter Diagnostics helps healthcare and laboratory professionals provide better patient care by delivering the accurate diagnostic information they need, when they need it. For over 80 years, Beckman Coulter has been the partner of choice for healthcare organizations. Our scalable instruments, comprehensive diagnostic tests and business management services are trusted by hospitals, laboratories and other critical care settings around the world. We share in our customers' mission toward continuous improvement and quality patient care because we believe when efficiency and clinical outcomes are improved, patients benefit, and we can move healthcare forward for every person.

Beckman Coulter is a Danaher Operating Company. As a $20B company with 60,000 associates, ranked #162 on the Fortune 500 and during the past 25 years, DHR stock has outperformed the S&P 500 Index by more than 2,000 percent. The strength of our results is a testament to our teams and the power of the Danaher Business System. Our Purpose: “Helping Realize Life’s Potential” is what makes us excited to come to work each day.

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate 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.

Accommodations

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 202-419-7762 or email applyassistance@danaher.com to request accommodation.

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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.

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