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Customer Care Manager - Experienced Lab Manager in Cleveland, Ohio at Beckman Coulter Diagnostics

Date Posted: 11/18/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/18/2018

Job Description

Job ID: BEC012931

About Us

Beckman Coulter develops, manufactures and markets products that simplify, automate and innovate complex biomedical testing. Our diagnostic systems, found in hospitals and other critical care settings around the world, produce information used by physicians to diagnose disease, make treatment decisions and monitor patients. Scientists use our life science research instruments to study complex biological problems including causes of disease and potential new therapies or drugs. More than 275,000 Beckman Coulter systems operate in both diagnostics and life sciences laboratories on all seven continents. For 80 years, our products have been making a difference in peoples’ lives by improving the productivity of medical professionals and scientists, supplying critical information for improving patient health and reducing the cost of care.
Beckman Coulter offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits. We think you'll like what you see.
If you believe your education and experience are in line with the position description and qualifications referred to above, and are motivated, energetic, and looking for a new and exciting opportunity, please submit your resume online at the URL below or at www.beckmancoulter.com.
Beckman Coulter 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.


Description

Customer Care Manager 

The IDN Customer Success Manager (CCM) will be responsible for the ongoing support plan for assigned IDN customers across their network, starting at customer independence.  The IDN CCM will carry out periodic customer visits to evaluate site competency, workflow and overall system performance within each assigned customer network.  When and where needed, the CCM will work with customers to promote site optimization and performance of the provided solutions and follow-up support on systemic challenges that need additional attention and resolution during the term of the contract.
Specific tasks to include weekly performance metrics review (QC, Calibration, test volume and utilization), periodic customer health-checks to incorporate customer training needs review, preventative maintenance scheduling, and technical support needs to promote customer best practices across their network.
In addition, the CCM will help coordinate training when and where needed, be responsible for service business reviews, prepare and present pertinent business performance information on scheduled intervals to represent Beckman Counters commitment to the ongoing support of our customers.

As the primary interface with the customer post customer independence, the CCM will uphold current knowledge of the customers’ needs to deliver a positive customer experience to assigned accounts, such that the customer desires to expand relationship in terms of product disciplines or test menu expansion. Positions new test menu when applicable. The CCM will also be responsible to ensure the right service partner is engaged for anything requiring ongoing maintenance or technical support. 

Essential Functions of this role are to:

  • Collaborate with Sales & Service Partners to develop and execute upon a customer satisfaction action plan for assigned accounts (including post-sales support, best practice sharing, escalation support, etc.)
  • Provide onsite, in person assistance and troubleshooting at assigned account (both core lab automation and non-automation hospitals) that are learning new instruments and IT.
  • Provide more complex post install / start up support including escalations, internal coordination, and successful problem resolution. 
  • Leads Ongoing Best Practices and Operational Improvements (either in workshop or personalized settings per customer’s needs) including optimizing maintenance procedures, coordinating advanced training workshop on troubleshooting solutions, training for new staff unfamiliar/untrained on BCI solution, participating in customer Kaizens and problem solving sessions to assist in resolving and improving BCI related situations 
  • Responds to / answers questions around assay specifications
  • Coordinates with Sales Partners to understand funnel at their assigned accounts, so as to help support future buying cycles.
  • Attends IDN Summit. Participates in IDN Account Plan creation and development.
  • Executes tactics developed within IDN Account Plan. Updates IDN Account Plan on the execution of tactics. Contributes to customer retention strategies and works closely with sales to understand the funnel at their assigned accounts, resulting in support for future buying cycles.
  • Attends sales-led system business review if determined necessary. Participate in account level business reviews per non-IDN SW. Is responsible for organizing and facilitating service business reviews.
  • Provides support, as needed, in coordination with business plan owner. Implements a personal business plan designed to achieve established objectives.
  • Contributes to Account Plans for GWR presentation on assigned tactics and product strategy. Provide feedback on obstacles to advancing opportunity, systemic issues, etc.
  • Utilize available systems to analyze customer performance as part of daily management and ongoing support. 

Job Requirements



Qualifications

  • Bachelor’s degree in science field, with certification in medical technology
  • 9+ years’ experience working within the laboratory setting and/or in hospital sales position.  
  • Solid understanding of a hospital laboratory workflow, instrumentation, infrastructure and organizational culture.  
  • Strong customer service skills, with an emphasis on customer needs and organizational savviness is required
  • Strong communication skills; demonstrated ability to discuss technical information and be able to articulate clearly, concisely and accurately throughout. 
  • Strong understanding of the hospital and/or laboratory leadership structure with an ability to navigate through the political nuances of that structure. 
  • Highly organized, with strong and disciplined program and project management
  • Strong data analytics skills and ability to translate data into actionable information
  • Has strong follow up and follow through skills. 
  • Highly motivated and success driven within a team environment 
  • Excellent time and territory management habits
  • Working experience with personal computer, e-mail, and Microsoft Office programs
  •  Environment:
  • The work environment for this position is field based with home office.
  • The activity will take this individual into customers’ locations, primary hospital and reference laboratories with moderate physical activity (e.g. lifting/carrying of materials) occurs.
  • Overnight travel is required, amount is predicated on home office location and territory activity.



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.