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Danaher Corporation Service Delivery Manager - North America in Deerfield, Illinois

For over 170 years, Leica Microsystems has helped shape the future by developing groundbreaking optical and digital solutions. As a global leader, we’re driven by continuous improvement to excite our customers and to create the best work environment for our people. Customer focus, innovation, and teamwork are at the core of our culture and the foundation of our success.

Want to be part of a company whose products are part of cutting-edge research around the world? Join Leica Microsystems in our commitment for brilliant solutions and insight.

Leica Microsystems is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

We currently offer the following position in our office in Deerfield, IL which will be Hybrid.

Service Delivery Manager - North America

Come join a fantastic team!

Service Delivery is the interface between the customers, the field service and the other internal teams.

The team mission has three parts:

  • Customer satisfaction: Call Acceptance, timely execution of the service jobs, including remote and field service activities, extensive communication with the customers until case resolution.

  • Best utilization of the field resources to reduce travel time and increase associates’ satisfaction.

  • Best and fast handling of the commercial aspect: Quoting, order chasing, spare parts ordering, invoicing, including all the required data entry and maintenance in SAP and SFDC

YOUR RESPONSIBILITIES

  • Accountable for leadership of direct reports to include ongoing direction, coaching, and development.

  • Lead the Service Delivery to continuously surpasses customer expectations.

  • Develop the Service Delivery team to become the driving gear between the customers, Field Service and internal Leica departments. Including controlling, planning and continued development of the Service Delivery with the goal of increasing customer satisfaction and associates’ engagement in a cost-optimized manner.

  • Monitor and take actions to insure right reaction times as per the customers contracts and best utilization of the resources. Dispatching Field Service Engineers.

  • Leverage internal relationships to enhance business performance and customer experiences.

  • Drive change initiatives as required to improve efficiencies and execute on business commitments.

  • Identify and lead initiatives to continuously improve the Service Business. Promote and motivate direct reports and teams to contribute in continuously improving our service delivery, execution and commercialization.

YOUR PROFILE

  • Currently pursuing or obtained a BS/BA is a plus (completed AS/AA is mandatory)

  • Have completed courses (classes) in Lean Six Sigma or DBS (Ability to demonstrate results is required)

  • 2-3 years of managing with strong exposure to change management, conflict resolution and structures set-up (2-year experience is a plus).

  • Proficiency in CRM (Salesforce) and ERP (SAP) systems with minimum of 2 years working experience is mandatory.

  • 5 years of proven experience as Service Delivery / Customer Care manager or similar managerial position with a strong focus on ethics, high customer orientation planning, organizational and decision-making ability, prioritizing tasks.

WHAT WE OFFER

  • 401K

  • Competitive Salary

  • Continuous training, support and focus on your personal development.

  • Workplace Flexibility

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

GET MORE INSIGHT

Learn more about what we do and who we are by watching our company video “We Are Leica”: https://www.youtube.com/watch?v=1zHmalqMXN4

Are you interested to discover new opportunities in an innovative, team-oriented environment?

Do apply online - we are looking forward to your application!

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

#LI-MX1

At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.

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