Regional Service Manager - Remote

Job Description

Do you want to help advance scientific discovery, improving quality of life around the world We do, too.Molecular Devices has the opportunity to be the innovation partner that empowers scientists to fast-track research breakthroughs, leading to earlier diagnoses and safer drug treatments. We re a dynamic, female-led life science solutions provider of high-performance bioanalytical measurement systems, software, and consumables. With Molecular Devices, you ll grow your career with best-in-class teams in a culture of collaboration engagement, diversity, and inclusion.Molecular Devices 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 Regional Service Manager will be responsible for ensuring that their team of 15 - 20 Field Service Engineers will continuously deliver superior customer service and achieve or exceed their commercial performance objectives. A successful Regional Service Manager will drive a culture of exceeding customer expectations and delivering outstanding customer service. They will also work cross-functionally and build cohesive relationships with Service Logistics, Technical Support, Product Support, Service Sales and commercial Sales.The Regional Service Manager will accomplish this by setting outstanding examples of customer communications and commitment. The individual will also successfully manage the performance for their regions to deliver and improve the customer experience.Key responsibilities:
• Manages regional Field Service Engineering team
• Lead communications of critical customer issues
• Coordinates with other Regional Service Manager(s) to meet customer and business needs
• Works with product support to improve training delivery
• Optimizes FSE utilization to maximize FSE on site time and minimize unplanned overtime
• Works to improve response time and days to customer resolution
• Delivers consistently excellent Service Key Performance Indicator performance, including but not limited to Response time and On time Completion (PM, IQ/OQ, etc.)
• Drives a sense of urgency to ensure customer needs are addressed
• Accountable for the region s service revenue targets
• Achieve Organic Growth (OG) targets
• Maintain a healthy portfolio of Agreement and Billable (T&M) Service business
• Work with Service Sales Manager and Service Product Management to achieve business results
• Partner with local Product Sales colleagues to generate new instrument, software and upgrade sales
• Actively acquire Voice of the Customer (VOC) and Competitor intelligence to help guide Service strategy
Qualifications
• BA/BS in Business or a technical field or equivalent work experience and professional training
• 5+ years of technical experience with life science equipment
• Shown ability of successfully delivering results while quickly adapting to changing priorities and unforeseen challenges.
• Aspiring leader that is excited about using this opportunity to develop their career while significantly contributing to the growth of Molecular Devices
• Demonstrable passion for creating positive customer service experiences with improved communications and response time.
• High level of business acumen, highly motivated to take ownership of and drive business results
• Ability to understand customer requirements and develop a solution to their needs
• Inclination and ability to listen to various partners (e.g. Customers, Sales) and generate actionable insights
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 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 .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 hidden_email to request accommodation.If you ve ever wondered what s within you, there s no better time to find out.,

Keyskills :
service salessaleslife scienceson siteproduct salesmanagementnetworkingtechnical support