Customer Service Senior Manager in Brea, California at Beckman Coulter Diagnostics

Date Posted: 9/14/2019

Job Snapshot

Job Description

Job ID: BEC015685

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

The Beckman Coulter Diagnostics Senior Manager Customer Service will lead a team of 10 associates and administer the cost per test program (also called metering) for clinical diagnostics based in Brea, CA. The Sr. Manager Customer Service will identify and implement strategies to improve the administration and compliance to cost per test contracts, improve customer satisfaction and retention, and meet or exceed profitability goals. The incumbent will partner with R&D, Field Service, Sales and Marketing to lead the cost per test program for North America Commercial Operations customers. 

Responsibilities:
  • Documenting metering programs and developing tools, such as user guides, standard methodologies and procedures, to assist Customer Service associates, Field Service and Sales to properly explain and implement cost per programs
  • Lead all aspects of meter improvement projects using project management methodologies
  • Document and present project statuses to leadership team
  • Develop and sustain a quality and compliance programs 
  • Document best practices and be the “voice” of Client Services when educating service and sales
  • Coordinate alignment with meter programs with program teams and to assist in implementation of cost per test programs
  • Assist with Bid and Quote terms and conditions as it relates to Cost per Test program working with internal proposal analysts and external sales rep. 
  • This Position will also be responsible for leadership of associates with the following examples of focus for high employee engagement and active participation in the leadership of Beckman Coulter Commercial Operations
  • Provides guidance to staff to achieve goals in accordance with established policies
  • Responsible for associate cycle including hiring, development, and performance management of associates
  • Ensures staff skills are developed and maintained on a continual bases whiles staying within financial budget requirements
  • Drives Continuous Process Improvements and ensures Key Performance Indicators (KPIs) are maintained on a timely manner
  • Directs the resolution of complex or unusual business problems across functional lines/departments
  • Participates as an active member of the local Senior Leadership team
  • Exerts influence in the development of overall objectives, assignments, and long-range goals of the organization
  • Meets regulatory requirements and establish policies and procedures

Job Requirements



Qualifications

  • Education level of bachelor’s degree required. Masters preferred
  • 5+ years’ experience in Customer Service role 
  • 5+ years’ Experience leading and building high performing teams; prior experience managing a team of 15+ employees is required
  • Strong interpersonal skills - Customer focus and service oriented
  • Ability to prioritize and handle multiple tasks: analysis, judgments and flexibility
  • Ability to manage change and influence others especially in sensitive situations
  • Team player, problem solver, and able to work well under pressure
  • Excellent computer skills (MS-Office, Oracle ERP)
  • Lean Six Sigma oriented
  • Excellent Team leader and innovative thinker capable of making trade off decisions that best represent the customer and business needs.
  • Ability to work cross functionally in a highly matrix environment and drive teams to success; lead without reporting authority
  • Works independently to develop/lead projects and programs critical to the long-term success of the organization
  • Ability to travel potentially 10% of the time based on business need
Competencies
  • Leading Teams – hires, engages, and develops employees to achieve high performance levels
  • Problem Solving - Identifies and resolves problems time efficiently; gathers and analyzes information; develops solutions; uses reason
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
  • Oral Communication - Speaks clearly and persuasively; listens and gets clarification when necessary; responds informatively to questions
  • Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; sets goals and objectives; organizes or schedules other people and their tasks
  • Professionalism - Approaches others in a polite and considerate manner; maintains composure and reacts well under pressure; treats others with respect and consideration; follows through on commitments
  • Written Communication - Writes clearly and concisely; edits work; varies writing style to meet specific needs; presents numerical data effectively; able to read and interpret written information

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 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.