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Customer Support Team Lead in Loveland, Colorado at Hach

Date Posted: 12/1/2018

Job Snapshot

Job Description

Job ID: HAC006044

About Us

Hach is a world leader in the manufacture and distribution of analytical instruments, test kits and reagents for testing the quality of water, aqueous solutions and air. Our products are designed specifically for quality, accuracy, and simplicity. Strengthened by our sister companies in the environmental industry worldwide, our goal for the future is to continue to provide customers with reliable instrumentation, accurately prepared reagents, proven methods, simplified procedures and outstanding technical support. We offer an environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at Hach will provide you the opportunity for robust career development.

OUR MISSION: Ensure water quality for people around the world.
OUR VISION: We make water analysis better – faster, simpler, greener and more informative – via unsurpassed customer partnerships, the most knowledgeable experts, and reliable, easy-to-use products.


Danaher`s Water Quality Business is a global leader in water quality analysis and treatment, providing instrumentation and disinfection systems to help analyze and manage the quality of ultra-pure water, portable water, wastewater, groundwater and ocean water in residential, commercial, industrial, and natural resource applications. Our water quality business provides products under a variety of brands, including HACH, ChemTreat, and Trojan Technologies.



This position is a player / coach role.  The Customer Support Team Lead has an assigned Playbook to manage as an individual contributor as well as leading assigned Customer Support associates.   This position assists the Customer Support Manager in achieving team targets and KPIs as well as helping to drive team engagement and operational improvements. 


  • Serves as a role model for the Customer Support representatives
  • For assigned Customer Support representatives:
  • Provides daily supervisory oversight
  • Performs quality reviews of phone calls and emails
  • Conducts quarterly audits on consistent methodology
  • Conducts monthly phone and desk shadow sessions to provide coaching / feedback (or more frequently, if needed)
  • Provides time management coaching
  • Responsible for monthly metric review with associates
  • Partners with Global Customer Support teams to establish and maintain best practice
  • Monitors and reviews Opportunistic Sales to team to continually improve execution
  • Leads KPI’s, daily management, and problem-solving initiation and participates in the problem-solving process
  • Serves as first responder on managing customer issues as needed
  • Actively works to improve individual and team engagement
  • Assists in creation, maintenance, and execution of Customer Support action plan with the Customer Support Manager
  • Assists in the hiring process of new Customer Support associates
  • Does not conduct, but provides insight and input for consideration relating to performance objectives & development plans,1-on-1 discussions, performance reviews, and performance management.


  • Leads, energizes and engages individuals to achieve personal development and business goals; retains talent. (Builds People, Teams & Organizations)
  • Coaches behaviours and actions that align to the DBS culture and holds teams/individuals accountable. (Leads through DBS)
  • Builds and maintains good working relationships with peers and supervisors; works collaboratively. (Builds People, Teams & Organizations)
  • Supports vision and purpose; provides direction needed to operationalize and drive to action. (Charts the Course)
  • Proactively gathers different views on how to approach and solve a problem; approaches problems analytically rather than jumping to superficial conclusions. (Leads through DBS)

Job Requirements


  • Minimum 1-year experience as a Customer Support representative associate with Hach
  • Bachelor’s degree preferred
  • Minimum 3 years customer service experience
  • Ability to navigate to correct resources within Hach
  • Knowledge of and strong working relationship with internal departments of Hach
  • Strong organizational and time management skills.
  • Strong working knowledge of order management systems


The physical demands 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.

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit, talk and hear, the employee may occasionally squat, turn/twist, or reach.  The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and smell. The employee may occasionally lift, carry, push or pull up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment may consist of an indoor, work or home office environment with good ventilation, adequate lighting and low noise levels and/or subjected to moving mechanical parts, electrical currents, vibrations, fumes, odors, dusts, gases, chemicals, oils, extreme temperatures and work space restrictions while working in the field.

Employees may be required to wear proper Personal Protective Equipment (PPE) while working in the field which may include: eye and hearing protection, protective smock, steel toe shoes, gloves, hard hats, or face shields.

The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation.


External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

Hach 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 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.