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Manager Customer Support in Cincinnati, Ohio at Mammotome

Date Posted: 1/26/2019

Job Snapshot

Job Description

Job ID: MAM000607

About Us

In December 2014, Devicor® Medical Products, Inc. was acquired by Leica Biosystems, part of the Danaher family of companies. Leica Biosystems is the global leader in anatomic pathology solutions and automation, striving to advance cancer diagnostics to improve patients’ lives. The combination of the two companies uniquely positions us to develop integrated patient-to-pathology solutions for the diagnosis of cancer.

Headquartered in Cincinnati, Ohio, the Mammotome brand is sold in over 50 different countries throughout the world. Mammotome remains committed to its heritage of advancing technology for early detection of breast cancer, providing support and education for clinicians worldwide, and offering breast care information for patients.

Devicor Medical Products, 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.

All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check.


Description

  • The Manager Customer Support leads the Customer Support Team, which is responsible for providing order intake, post-order support, and technical support driving customer satisfaction.  This includes order entry, complaint entry and resolution communications, return authorization entry, handling customer service calls, as well as applying core knowledge of procedures for appropriate course of action. They also connect customers with other internal business teams such as Sales, Service and Repair, and Asset Management.  
  • Manages staff of Customer Support Coordinators (domestic and international) and Technical Support Coordinators to drive customer satisfaction.
  • Ensures staff is knowledgeable of all customer-facing business functions related to order intake, after order support, and technical support. 
  • Responsible for performance management and training of staff.
  • Responsible for developing and implementing processes and policies to address all aspects of order intake, after order support, and technical support.
  • Develops, implements and monitors Key Performance Indicators in support of the Customer Experience.
  • Analyzes data to identify opportunities to improve the Customer Experience.
  • Provides expertise in customer service and technical support related concepts and practices.
  • Contributes to continuous improvement efforts of Customer Service and Technical Support functions on a global basis.
  • This role supports the implementation of the Danaher Reliability System (DRS)
  • Utilizes call center reporting to analyze productivity and Customer Experience Metrics.
  • Utilizes DBS (Danaher Business System) tools to drive continuous improvement in all core activities.  
  • Other duties as assigned.

Job Requirements



Qualifications

  • Bachelor’s Degree required. 
  • Degrees in business, management or organizational leadership, strongly preferred.

Experience
  • Minimum of 10 years relevant business experience (i.e. customer service, call center, technical support, order to cash processes) required.
  • Minimum 3 years experience supervising/managing teams required.  
  • Experience working with accounts receivable and sales teams required.
  • Desired Education, Experience, Skills
  • Strong data analysis, process development and process mapping skills desired
  • SAP OTC experience strongly preferred
  • Experience with commercial invoices, Incoterms 2010 and proforma invoice creation preferred.
  • Must be able to travel up to 5% of the time; both domestic and international travel are required.

Language
  • English is required.  
  • Spanish is highly beneficial.

Scope of the Role
  • Supervisory Responsibility:  Yes
  • Approximate Direct Reports: 8 Approximate Indirect Reports:  0
  • Financial Responsibility: Yes Domestic/International/Global: Domestic/International

Internal Relationships
  • Works closely with Quality, Supply Chain, AP, TJ Plant, and Supplier Management teams.
External Relationships
  • Customers

Physical Demands & Working Environment
  • The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
  • Physical demands:  While performing the duties of this job, the employee is occasionally required to walk, sit, stand, use hand to finger, handle or feel objects; reach with hands and arms; balance, stoop, bend, talk and hear.  
  • The employee must occasionally lift and/or move up to 25 pounds.  
  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  
  • Work environment:  While performing the duties of this job, most work is in an office environment setting.  Lighting and temperature are adequate.  The noise level in the work environment is usually quiet to moderate.


This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit.  This job description may be changed at any time.


Diversity & Inclusion
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.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.