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Director of Customer Experience, Global Services in Cincinnati, Ohio at Mammotome

Date Posted: 11/29/2018

Job Snapshot

Job Description

Job ID: MAM000585

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 Customer Experience (C_Ex) Director oversees all Operational touch points towards our customers.  This includes: 
    • Order Intake
    • Post-Order Support
    • Technical Support
    • Depot and Field Service/Repair
    • The C_Ex Director has direct line responsibility for all US based resources and works with all Global equivalents in an indirect matrixed way to drive global consistency in process and thus customer experience.
  • Responsible for setting up multiple levels of customer contact and customer topic resolution: Order intake, after order support, technical support and equipment repair.  
  • The role drives and supports the creation of a customer first mentality across the business. 
  • This position works very closely with the supply chain team for planning and delivery given the TAS (Tissue Acquisition Solution) service models for very short lead time delivery, typically next day.  
  • Assures processes are in place to address customer or Field Sales follow up questions or actions on orders placed or shipped.    
  • Assures that proper technical support is seamlessly available and well trained to address such questions that require technical guidance or troubleshooting for the customer or field sales, particularly in urgent/emergency situations when it is a ‘patient on the table’ situation.  
  • When technical support is not sufficient to address a customer problem, the Customer Experience team assures streamlined service and repair capabilities are available either by product return and repair or field service.  
  • This role supports the implementation of the Danaher Reliability System (DRS) through complaint tracking and addressing fundamental root causes to failure mechanisms. 
  • This role works with quality to address customer complaints, combining information from repairs to capital equipment to potential failures seen in disposables.  
  • This position develops such processes for global needs, working to address both direct and distribution sales channels.  
  • Utilizes DBS (Danaher Business System) tools to drive continuous improvement in all core activities.  
  • The C_Ex Director assures resources and processes are in place to select, develop and maintain relationships with external service providers to provide seamless customer experience and cost efficiency
  • The C_Ex Director develops leaders and teams in each of the customer facing areas of intake, support, technical support and repair.  
  • The role works with the Sales Team to maximize sales revenue in the service and repair category of the business.  
  • The C_Experience Director needs to assure that all customer and repair service centers across the globe are following standard service processes and can meet the needs of their regional customers in consistent ways.

Job Requirements



Qualifications

  • Education
    • BS in Engineering or Business disciplines
  • Experience
    • Minimum 10 years progressive experience, including leadership, in customer service and equipment service.
    • Minimum 5 years experience working with global partners, especially Asia/Pacific nations.
    • Experience in medical device industry and familiarity FDA regulated environment.
  • Travel
    • Must be able to travel up to 30-50% of the time, when measured over extended period; 
    • Typical work related travel assignments range 1-5 days, and as such overnight, out-of-town stays.



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.