Senior Director Customer Care EMEA

Danaher - Global; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading global diagnostics firm is seeking a Senior Director of Customer Care to develop and implement strategies for outstanding customer experiences across EMEA. The ideal candidate will have over 20 years of service experience in highly regulated environments and the ability to lead field-based teams. Responsibilities include driving service excellence, managing relationships with stakeholders, and ensuring compliance with industry standards. This position is fully remote and offers a chance to impact the healthcare landscape significantly.

Benefits

Flexible working arrangements

Enriching career development opportunities

Qualifications

• 20+ years experience in field-based service roles.
• 10+ years in capital equipment within a regulated environment.
• 5+ years in lean six sigma or relevant process improvement disciplines.

Responsibilities

• Lead functional organizational process improvements.
• Monitor and analyze customer feedback to drive decisions.
• Maintain relationships with key stakeholders to ensure satisfaction.

Skills

Process orientation

Leadership skills

Customer relationship management

Matrix environment operations

Data-informed decision making

Education

Bachelor’s Degree

MS/MBA

Job description

Wondering what’s within Beckman Coulter Diagnostics? Take a closer look.

At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

The Senior Director, Customer Care EMEA for Beckman Coulter Diagnostics is responsible for developing and implementing a growth and delivery strategy to ensure outstanding customer experience, including on-time, high quality, and best in class customer support interactions through collaborative leadership of the EMEA Customer Care teams. This leader will establish centers of excellence in areas like Hotline & Dispatch, Implementation & Project Management as well as Escalations that will serve all Western European customers first before EEMEA will be reorganized. Local Field Service, Application and Clinical IT teams who address the day-to-day needs of our customers report into the countries with a dotted line into the leader. In doing so, the leader will lead their team through Kaizens, TPIs, VPMs; creating new workflows, new processes, new standard work, RACIs, with a focus on executing flawlessly and consistently across EMEA. The Senior Director of Customer Care will drive service excellence, operational efficiency, and customer satisfaction through strategic initiatives and effective team leadership.

This position is part of the EMEA Leadership team reporting to the VP Commercial EMEA located in any location and will be fully remote. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.

In this role, you will have the opportunity to:

• Lead the execution of functional organizational kaizens, TPIs, VPMs to develop the processes and standard work necessary to launch new centers of excellence and establish key performance indicators that ensure high quality service delivery.
• Drive achievement towards service performance metrics; including customer satisfaction, quality & compliance, growth, productivity, and safety by driving accountability and responsibility with all levels of the team.
• Monitor & analyze customer feedback and industry trends to drive data-informed decision-making and strategic planning.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams, to ensure alignment and satisfaction.
• Member of the Global Service leadership team with influence on global strategy and vision for service functions around the globe.
• Build and maintain strong relationships within a matrix environment to ensure effective execution of the identified strategy in each country.
• Establish and nurture centers of excellence in key areas, ensuring they provide exceptional service that differentiates our organization in the market.
• Ensure regional readiness for all aspects of customer support for new products.
• Collaborate with cross-functional regional and global teams to identify and implement best practices, process improvements, and innovative solutions to enhance service delivery.
• Builds a plan to commercialize and differentiate Beckman’s service offering, tailored to different market segments to drive revenue and profitability.
• Lead, mentor, and develop a high-performing service team, fostering a culture of excellence, collaboration, and continuous improvement.
• Manage the service budget, ensuring cost-effective operations while maintaining high standards of service quality.
• Ensure compliance with all relevant regulations, policies, and standards across the service function.
• Utilize Gemba and customer relationships to identify customers’ unmet needs and future strategies to enhance our service offerings.
• Set and communicate high expectations for the team, collaborating across the organization to lead change with a sense of urgency to achieve desired outcomes.
• Ensure full awareness and understanding of Service and Quality systems interrelationships.
• Drives high engagement of the service organization across Europe to create a highly motivated team that understand their role I the commercial strategy.

Qualification:

• Bachelor’s Degree required; MS/MBA preferred.
• 20+ years experience required in a field based service role, preferably across multiple domains within service
• 10+ years experience in capital equipment, particularly in a highly regulated environment
• 10+ years leading field based teams
• 5+ year in lean six sigma or relevant process improvement disciplines

The essential requirements of the job include:

• A deep understanding of the EMEA service business in a highly regulated environment, including the anticipation of future needs, complex financials, and organizational implications.
• Excellent process orientation with the ability to lead teams through process mapping, process improvement, problem solving, and visual project management.
• Ability to operate and influence in a matrix environment to build strong relationships to ensure effective execution of the identified strategy in each country.
• Strong leadership skills in which s/he is able to be a change agent to drive the vision in country across a matrix organization.
• Utilize Gemba and customer relationships to identify customers’ unmet needs and future strategies to grow and enhance our service offerings.
• Sets and communicates high expectations for the team and collaborates across the organization to lead change with a sense of urgency to achieve desired outcomes.
• Full awareness and understanding of Service and Quality systems interrelationships.
• Seeks feedback openly for self and team to enhance performance.

At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.