Customer Support Director

Danaher; Wokingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a leading company in cancer diagnostics as a Customer Support Director. Collaborate with diverse teams to enhance customer experience and drive service revenue growth. This role offers opportunities for strategic development and process improvement in a fast-paced environment.

Benefits

Commuting allowances

Qualifications

• At least 5 years of work experience in the medical or life sciences market.

Responsibilities

• Develop strategies for sustainable revenue growth in the service business.
• Ensure prompt responses to customer complaints and inquiries.
• Analyze and report on key performance indicators (KPIs) weekly.

Skills

Teamwork

Customer Orientation

Self-starting

Integrity

Business English

Tools

SAP

SFDC

Job description

Leica Biosystems’ mission of “Advancing Cancer Diagnostics, Improving Lives” is at the heart of our corporate culture. We’re a global leader in cancer diagnostics with a comprehensive portfolio from biopsy to diagnosis. Our offerings are designed to be easy-to-use and reliable, helping to improve workflow efficiency and diagnostic confidence. Our associates understand that every moment matters in cancer diagnostics, and by working here, you contribute to developing solutions that enable accurate diagnoses and provide clarity to patients. Join our diverse, global team of talented professionals and be inspired to grow every day.

Leica Biosystems is proud to collaborate with a community of six Diagnostics Companies at Danaher. Together, we are committed to improving patient lives through innovative diagnostic tools that address major health challenges worldwide.

The Customer Support Director at Leica Biosystems will collaborate with the Field Service, Marketing, and Sales departments to develop strategies and oversee progress toward sustainable revenue growth and profitability in the service business.

This role involves ensuring prompt responses to customer complaints and inquiries to deliver a best-in-class customer experience. It also includes continuous process improvements within the Customer Support Department to enhance Field Service Engineer (FSE) utilization and productivity.

This position is based onsite at our Moriyacho (Kanagawa) office and Takadanobaba office, with at least once-a-week visits required. Our vision at Leica Biosystems is to advance cancer diagnostics and improve lives.

You will be part of the Japan Leadership team, reporting to the Japan GM & APAC, responsible for creating and executing a strategic service revenue growth plan. If you thrive in a fast-paced, multifunctional environment and aspire to build a world-class Customer Support organization, this opportunity is for you.

In this role, you will have the opportunity to:

1. Work closely with business and functional leaders in Japan to support customer support initiatives.
2. Identify opportunities to improve service margins, develop improvement plans, and lead their implementation.
3. Support streamlining processes within the Customer Support Department.
4. Manage service inventory levels, turnover, and fill rates effectively.
5. Analyze and report on key performance indicators (KPIs) weekly and monthly.
6. Utilize service history data to visualize instrument conditions and determine service level requirements.
7. Support and manage associates, including service administrators.

Travel, Motor Vehicle Record & Physical/Environmental Requirements:

Employees are eligible for commuting allowances per company regulations, where applicable.

• Ability to travel 5-10%, including overnight stays within Japan (Fukuoka, Nagoya, Osaka, Kyushu).
• Must hold a valid driver’s license with an acceptable driving record.

Preferred Qualifications:

• Experience in teamwork, self-starting, integrity, and customer orientation.
• At least 5 years of work experience in the medical or life sciences market.
• Business English communication skills are highly preferred.
• Experience with SAP and SFDC is highly desirable.

Join our winning team today. Together, we’ll accelerate the impact of science and technology in real life. We partner with customers worldwide to solve complex challenges and bring innovative solutions to life.

For more information, visit www.danaher.com.

At Danaher, we value diversity and the unique perspectives that come with our differences — visible and invisible — across our workforce, workplace, and markets. Our associates, customers, and shareholders all contribute to our inclusive culture.