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Escalation Manager - Global Support Services in Wood Dale, Illinois at Videojet

Date Posted: 1/1/2019

Job Snapshot

Job Description

Job ID: VID004706

About Us

We invite you to Imprint the WORLDTM on an exciting journey of continuous improvement! Every day, 4,000+ associates in over 38 countries work together to achieve amazing results as One Videojet. From freshness dating to track and trace coding, Videojet technologies help ensure products sold across the globe are authentic and safe for consumers to use in the food, beverage, pharmaceutical and industrial marketplaces.

As a global leader in the marking and coding industry, our continued growth brings an opportunity for you to chart the course and drive your own career success. As a Videojet associate you will:
• ENGAGE in bringing consumer brands to market globally.   
• DRIVE results with the Danaher Business System (DBS). 
• REALIZE your potential! 


The Global Escalations Manager has a leadership role in the Videojet Service and Support organization, reporting directly to the Sr. Manager of Global Escalations. This individual will help create a distinct competitive advantage by providing leadership to a team of high-performing application engineers.


Global Technical Escalation Resolution:
•Directly responsible for driving the timely resolution of product Technical Escalations and related metrics
•Experienced with managing and resolving high-pressure customer issues, including product performance issues at the global level
•Able to work effectively within the cross-functional matrix of a global organization
•Advances short-term and long-term Root Cause / Countermeasure actions using problem solving tools (PSP, VRK, etc.)

New Product Development:
•Ensures all products are designed for serviceability (DFS)
•Leverage internal team expertise with customer applications to ensure all products are designed to meet customer needs and use models

Continuous Improvement:
Leads by example to develop a robust continuous improvement culture
•Able to quickly identify systemic business issues and leverage team expertise and DBS problem solving tools to drive to root cause
•Ensures all processes are documented and improved via the use of kaizen (VSM, TPI, etc.)
•Develops and drives accountability around daily management and monthly KPI’s
Customer and Sales and Service Support:
•Is a clear advocate for the customer (internal and external) and a steward for the company
•Can clearly separate effort from results and can coach, develop and mentor the team to deliver superior technical and customer support
•Adept at creating internal followership and driving cross-functional teamwork to resolve customer issues
•Is clearly capable of identifying and allocating the correct internal resources to complex technical and commercial issues

•Highly skilled at employee development, including coaching, mentoring and identifying 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 internal and external talent
•Creates followership via action and integrity – builds a winning team culture and participates in driving the success

Job Requirements


•Ability to strive for continuous improvement in critical processes
•Inclination and ability to listen to various stakeholders (e.g., customers, Sales) and generate actionable insights
•Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges
•Communicate expectations regarding performance and hold people accountable for results
•Bachelors (ideally in a technical or engineering discipline)
•2 + years of prior management and leadership experience
•DBS and lean management experience, including operational process development and superior problem solving skills/training
•Organization / talent development and daily management experience in a business-to-business capital goods environment where excellence in after-market support, at the customer’s place of business, is a strategically important part of the overall value proposition
•Highly computer literate (especially in Excel and PowerPoint)

Videojet Technologies Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Danaher Corporation Overview

Danaher is a science and technology innovator committed to helping our customers solve complex challenges, and improving quality of life around the world. 

Videojet is part of a global family of 20+ operating companies who drive meaningful innovation in some of today’s most dynamic, growing industries. With operating companies based around the world – our groundbreaking  businesses operate across four strategic platforms:
• Product Identification
• Water Quality
• Dental
• Life Sciences & Diagnostics

We are proud to say that we’re a Fortune 150 company of 59,000 dedicated associates who are Helping Realize Life’s Potential every day by bringing our diverse skills, backgrounds and perspectives together to make a  difference.