Director Customer Care / Technical Service - Europe

The Director Customer Care/Technical Service Europe for Beckman Coulter Diagnostics is responsible for developing and implementing a growth and delivery strategy to ensure outstanding customer experience, including on-time, high quality, and best in class customer support interactions through collaborative leadership of European Customer Care teams. This position will also develop goals and objectives for in-country Customer Care managers with an emphasis on commercial success. Leveraging the Danaher Business System (DBS), this position will focus on continuous process and productivity improvements for all aspects of service delivery and regional operations. This position is part of the European Leadership team reporting to the VP Commercial Developed Markets Europe located in any location in Western Europe and will be hybrid and/or fully remote. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time. In this role, you will have the opportunity to:

• Works in partnership with the Country GM to ensure the European Customer Care leadership team build and develop high-performing teams with appropriate skill sets (field service engineers, field application, L1 escalation, call center, etc.) to exceed customer expectations.
• Drives achievement of field service KPIs, including customer satisfaction, quality & compliance, growth, productivity, and safety by driving accountability and responsibility with all levels of the team.
• Ensure regional readiness for all aspects of customer support for new products.
• Identifies gaps in current service offerings and proposes new offerings to drive growth.
• Builds and maintains strong relationships with Senior Sales leaders in each European Country working in partnership to ensure execution of Global, European and in country needs.
• Builds a plan to commercialize and differentiate Beckman's service offering, tailored to different market segments to drive revenue and profitability.
• Drives high engagement of the service organization across Europe to create a highly motivated team that understand their role I the commercial strategy.
  
  A deep understanding of the EU service business in a highly regulated environment, including the anticipation of future needs, complex financials, and organizational implications.
• Ability to operate and influence in a matrix environment to build strong relationships to ensure effective execution of the identified strategy in each country.
• Strong leadership skills in which s/he is able to be a change agent to drive the vision in country across a matrix organization.
• Utilize Gemba and customer relationships to identify customers' unmet needs and future strategies to grow and enhance our service offerings.
• Sets and communicates high expectations for the team and collaborates across the organization to lead change with a sense of urgency to achieve desired outcomes.
• Full awareness and understanding of Service and Quality systems interrelationships.
• Seeks feedback openly for self and team to enhance performance.
  
  Danaher Corporation Director Customer Care/Technical Service - Europe in High Wycombe Buckinghamshire, United Kingdom
Wondering what's within Beckman Coulter Diagnostics? Take a closer look. At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you'll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful. Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges., Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life., 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.