Service Manager ANZ in Melbourne, Australia at Leica Biosystems

Date Posted: 10/29/2019

Job Snapshot

Job Description

Job ID: SEL001852

About Us

Leica Biosystems is a global leader in workflow solutions and automation. As the only company to own the workflow from biopsy to diagnosis, we are uniquely positioned to break down the barriers between each of these steps.  Our mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. Our easy-to-use and consistently reliable offerings help improve workflow efficiency and diagnostic confidence. The company is represented in over 100 countries. It has manufacturing facilities in 9 countries, sales and service organizations in 19 countries, and an international network of dealers. The company is headquartered in Nussloch, Germany. Visit  for more information.


Achieve annual service strategies and goals through management of FSE’s.  Develop commercial programs and area service plans in close conjunction with the Service Director APAC / General Manager ANZ to support and grow Leica Biosystems’ customers in ANZ. 

Provide the direction, leadership, coaching and mentoring for FSE’s.  Advance the professional development, professional conduct, service effectiveness and efficiency of staff. Manage distributor service effectively in ANZ, build & track FSEs competency and customer satisfaction with KPI metrics. Drive service as a business. Develop service initiatives to drive improvement in area of the business and implement strategies. Track progress with service effectively using DBS tools.

Key Responsibilities:

Strategy & Business

  • Define the service strategy in conjunction with Service Director APAC and General Manager ANZ, improve customer satisfaction, drive service profitability and support growth of LBS business 
  • Translates strategy into actionable tactics daily
  • Achieve revenue targets, as well as all the others KPI’s set up annually
  • Lead and drive a culture of strong customer focus and change across the region
  • Actively contribute to service improvements projects in ANZ and APAC
  • Drive both top-line and bottom-line with commercial programs and efficient service structure + processes
  • Support & lead a culture of ongoing development and high performance across all areas and levels
  • Lead a culture of strong Danaher Business Systems usage.
  • Develop and implement action plans for direct reports through periodic face to face meetings and travelling with FSE’s
  • Plan and conduct Service Meetings with clear objectives 
  • Active Participation in monthly / quarterly APAC Service Meetings when / if required via con-call / WebEx / Blue jeans/ Face to Face 
  • Maintain a working knowledge of LBS products, customer applications and key customer needs; monitor trends and track competitor activity; feedback into Commercial and Marketing organization
  • Maintain relationship with key customers and influencers at major institutions 
  • Member of the ANZ Management Team
  • Maintaining NPS survey statistics so to understand Customer Satisfaction

People Management

  • Manage, coach, mentor and support a team of FSE’s and TAC associates 
  • Engage and lead the team to achieve and exceed individual quarterly and annual sales quota, strategic and service objectives.
  • Lead all engagement activity for the team.
  • Travel with FSE’s providing individual coaching and professional development 
  • Career Coaching of direct reports via their individual Development 
  • Recruit, develop and train your team with clearly communicated service and overall performance standards
  • Establish Standards of Performance for direct reports and set expectations on completion of responsibilities and duties


  • Build relationships and keep contact with key customers for direct feedback on quality of service and any improvement opportunities
  • Active management of the key accounts in the area of service


  • Strong partnership with the Commercial Team and Technical Support team.
  • Coordinate and lead a culture of change in support of efficient, VOC continuous improvement
  • Ensure direct reports are compliant with all aspects of Danaher compliance and use Leica CRM tool
  • Monthly reporting as per APAC Service Standard Work
  • Identify market changes and report to marketing any changes
  • Lead a culture of ongoing communication in support of associate development and engagement
  • information transfer from contact with the customers to the sales team to improve customer satisfaction and to increase potential revenues

Tender / Quotation preparation

  • Support the tender and quotation process for Service offerings.

Service Agents

  • Contract negotiation with external service providers


  • Implementation of possible and appropriate system modifications according to the requirements /needs of the customer. 
  • Maintaining appropriate Inventory levels to meet customer and internal business requirements


  • Drive adoption of DBS tools (especially PSP, VSM, VOC, SW/DM, 5S) and accurate use of Mobile Service / SFDC /SAP and of all agreed service processes

Job Requirements


Educational Qualification and Work Experience 

  • Degree in Electronics / Instrumentation / Biomedical Engineering/computer Engineering or equivalent or Diploma in Engineering in Electronics/Biomedical 
  • 8-10 years’ experience in health care / biomedical /handling Medical Devices in clinical and or research markets and managing field Service Engineering team
  • Knowledge in computer operating systems and related software like PPT, Word, Excel, Lotus Notes, SAP preferred 
  • Work experience with Cross functional teams like customer care, logistics, finance and HR 

To Apply:
Leica Biosystems is committed to attracting and retaining the most highly qualified candidates available. We firmly believe that our employees drive the success of the company. With success in mind as the ultimate goal, we strive to create and provide an environment that offers challenging, stimulating and financially rewarding opportunities.  As a Leica Biosystems employee you will be consistently challenged to deliver your best. 
If you are ready for this challenge, submit your resume for consideration.
Be sure to follow Leica Biosystems on LinkedIn!

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, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 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.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.