Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences,diagnosticsand biotechnology?Â
AtLeica Biosystems, one ofDanaherâs15+ operating companies, our work saves livesâandweâreall united by a shared commitment to innovate for tangible impact. Â
Youâllthrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaherâs system of continuous improvement, you help turn ideas into impact â innovating at the speed of life.
At Leica Biosystems,weârenot just shaping the future of cancer diagnostics âweâretransforming lives. Our mission of âAdvancing Cancer Diagnostics, Improving Livesâ is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patientstimely,accurateanswers when they need them most. When you join Leica Biosystems,youârenot just taking a job;youârebecoming part of a passionate team that knows every moment matters when it comes to cancer.Youâllhelp develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community,youâllbe inspired each day to stretch, grow, and make an impact.
Learn about theDanaher Business Systemwhich makes everything possible.
Step into a pivotal leadership role asaSenior Manager,Regional Customer Care â EMEA, whereyouâlllead and inspire a high-performing team ofRegionalCustomer CareOperationsLeads,throughout theEMEAregion. Youare part of theGlobal Customer CareCentre of Excellence (CoE)located in Deer Park, Illinois, US,and serve as the vitalregionallink betweenthe EMEA Customer Care and stakeholders acrossSales, Operations, Logistics,ITand Financeâdriving collaboration and championing best-in-class customer experiences. You will take ownership ofoptimizingevery customer interaction,ensuring seamless solutions and swift resolutions to customer challenges. Ifyouâreready to make a meaningful impact and elevate standards across EMEA, we want you on our team.
This position reports to theSeniorDirector,Global Customer Care,andislocatedonsite inone of LBSâkey locationsacrossEuropeor remote.Â
In this role, you will have the opportunity to:
Proactively oversee and streamline the end-to-end process,partnering withinternal functions to ensureseamlesscustomer experiencedriving improvements,serving as aCustomer Carepartner to the EMEA Commercial team.Work withleadership toidentifysolutionsthat balance both global enterpriseprocessesand local nuances.
Driveservice level agreements (SLAs) and key performance indicators (KPIs) to maximize customer satisfaction throughout all regions,serving as the escalation contact for regional escalations to provide solutions that meet and exceed customer needs
Forge strong, collaborative partnerships with regional commercial teams to ensure alignment to the commercial strategy, engaging in the regional forecasting processes working together with supply chain, finance, and IT to resolve complex challenges and elevate the customer journey.
Enable digital adoption in customer careâadoptcutting-edgetools and technologies that boost efficiency and deliver a superior customer experience
Ensure the EMEA Customer Care team are resourcedto serve the needs of the EMEA Market,aligned to the Global Customer CareCoE,accountable for hiring, onboarding, performance managementandcareer development,mentor and coach team members; provideguidance in problem resolution, professional interactionsto ensureexcellent customer care across multiple channels.
Drive continuous improvement and operational excellence by implementing the proven Danaher Business System (DBS) tools and methodologies throughout all customer carefunctions.
The essential requirements of the job include:
BA/BS Degreein Business Administration, Operations Management, or related field
Extensive experiencedirectly managing customer care operations in EMEA and working closely with regional and global leadership.
Proventrack recordof drivingprocessesand process improvements(Lean, Six Sigma, or similar)in a complex manufacturing or distribution environment,working in a dynamic environment and in a matrix structure.Â
Strongproficiencywith enterprise resource planning (ERP) systems (SAP preferred) and customer relationship management (CRM) platforms
Full
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