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Essential Functions
- Lead a team of service to meet the business objectives of service team.
- Develop and implement service business strategies.
- Prepare Services Processes and standard work.
- Build services as a differentiator & value-added service and make it a profit center as against current practice of being cost center.
- Drive Revenue though sale of spares, service contracts, extended warranty and likewise.
- Plan effective Time & Territory Management for service team to achieve a) better scheduling &improved work life balance of service team b) Reduce to cost of services as % of revenue & c) Reduce service response & resolution timelines – improve service effectiveness.
- Drive project execution on time.
- Overall ownership of NPS (Net Promoter Scores) Improvement.
- Work closely with Sales Leaders to drive effective sales / service calls and customer satisfaction.
- Individually handle critical & corporate customers by front ending the service cases.
- Individually handle service cases directly based on designated territory/products/customers.
- Lead and Drive analyzer health check-up programs at high IB customers & generate opportunities for upgradation / stocking spares.
- Practice & evangelize Danaher Business System (DBS) tools like VM/DM, Kaizen, PSP, Policy Deployment, etc. to run effective service processes.
- 30% of time would be spent on managerial & strategic initiatives whereas 70% of time would be spend on the on-going service visits.
- Size up the talent, providing growth direction, and mentoring to grow & develop within organization.
- Provide Leadership to service team through effective communication of vision, active coaching & development while comparing results to goals and taking appropriate action to correct when necessary.
Background and Skills
- +5 ~ 7 years’ experience in Analytical Instrument field service (lab/online/process) with
- understanding of the entire processes.
- +2 ~ 3 years’ experience in leading the team or managing direct reports.
- Experience in a commercial Service role with metric and monitored KPI performance preferred.
- Ability to Value Added Services.
- Excellent verbal and written communication skills; with the ability to relate well to both the customer and to all levels of the organization.
- Fluent in Korean and can communicate in Business English
Personal Trait Profile
- Customer Focus: Builds and sustains positive and collaborative relationships with customers (internal or external, as applicable). The drive to discover and meet the needs of customers.
- Results oriented: ability to “close” the service requirements
- Must have excellent listening skills, manages by fact and leads by example.
- Teamwork: The ability to work collaboratively with customers, suppliers, and fellow associates at all levels toward mutual objectives.
- Strategic thinking and tactical implementation ability.
- Fosters positive leadership: Act as enabler for larger team to accomplish the desired results.
- Maturity, positive approach to problem solving, seasoned judgment, good business instincts, well developed sense of personal accountability.
- Thrives in a fast paced, high demand environment.
- Continuous improvement mindset.
ENVIRONMENT:
- The work environment for this position is both office and field service activity.
- The field service activity will take this individual into customer’s locations and moderate physicalactivity (e.g. lifting/carrying of materials) occurs.
The above is not intended to be an all-inclusive list of the duties, responsibilities and requirements of the job described. Rather, they are intended to describe the general nature of the job.
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
At Danaher, 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.
If you’ve ever wondered what’s within you, there’s no better time to find out.
