Senior Manager, Field Technical Service (m/f/d) in Munich, Germany at Beckman Coulter Diagnostics

Date Posted: 9/20/2019

Job Snapshot

Job Description

Job ID: BEC014636

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 Senior Manager, Field Technical Service directs and controls the activities of the Customer Technical / Product Support & Training Team for all Clinical Diagnostics Product Lines. This person is responsible for providing technical and product field support and training to our direct field service operations and distribution network in Europe and High Growth Markets (HGM).

The incumbent manages and participates in projects that enhance operational performance and/or resolves technical issues across the field operations and distributor market, monitors the status and priority of projects to ensure staff support is available and provided to meet business requirements, provides management project summary reports, and leads and/or participates in project teams.  

This person is responsible for developing customer-focused strategies and tactics to achieve business goals, improve quality and performance of products, and increase customer satisfaction.

Responsibilities

• Establishes departmental goals & objectives to meet commercial operational plan for Customer Operations in Europe & HGM. 
• Deliver technical product training to field service team in Europe & HGM regions, including new product launch and continuous training for existing products
• Manage a team of up to 20 direct reports
• Develop and implement support plans to enhance service effectiveness, products performance and customer satisfaction. Monitor the results of these plans.
• Work closely with Service Directors in Europe and HGM for key customer projects; manages projects and involves team for timely implementation, installation and post go-live technical support.
• Ensures staff skills are developed and maintained on a continual basis to ensure cost/effective operations.
• Work closely with business centers to keep them informed about product requirements and/or improvements; support new product development plan; manages new product launches & service training plan. Liaison between Europe & HGM service teams and Global Technical Support teams. Voice of Europe & HGM for service in key technical decisions
• Establish and maintain effective communication network with Third Party Distributors managements & service staff, to ensure effective customer support; recommends support plan & training to be effective and self-sufficient. 
• Drive regional technical escalation process and share best practices cross Europe & HGM regions
• Work closely with Field Service Management to support the local support plan; schedule training and technical / product support to increase efficiency & effectiveness
• Monitors Product performances for our direct operations and initiate plans with local operations to increase the service effectiveness and service cost. 

Job Requirements



Qualifications

• Knowledge of customer needs and service requirements, experience in the IVD market is a plus 
• At least 6 years of experience in a leadership or management role
• Experience using the Kaizen method and/or related problem solving and process improvement tools 
• Organizational agility, able to build the relationship and make an impact in different countries and cultures 
• Proven ability to work cross-functionally and globally to achieve business outcomes 
• An enthusiastic person with great team spirit and good communication skills.
• A self-motivated and flexible person who is willing to travel occasionally (up to 25%)
Education & Knowledge:

• Bachelor’s or Master’s degree in engineering or other technical field
• Proven leadership skills
• Strong Presentation Skills using MS PowerPoint and other Presentation tools
• Good writing and administrative skills, including computer skills (PowerPoint/MS Word/Graphics, MS EXCEL spreadsheet, SharePoint.)
• Verbal and written English communication and organizational skills; German is a plus


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.

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