Cytiva · 3 hours ago
Service Regional Leader - Americas - REMOTE
USA - Remote
Full-time
Remote
Senior Level
$250K/yr - $270K/yr
5+ years exp
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Responsibilities
Achieve consistently high levels of customer satisfaction and loyalty through operational excellence in all after-market support activities on a global basis.
Lead Business Planning and Execution for Service Product Line Core Growth. Partners with BU’s and Opco’s to lead and ensure superior market analysis, needs-based segmentation and competitive analysis (specifically for service product sales with new instruments/systems AND in the after-market). Segment, analyze and develop strategies to penetrate off-brand service, parts and consumable customers with service and consumable contracts.
Be accountable for Field Service process improvements and operational effectiveness for service operations, product line quality and delivery. Lead the tactical deployment and execution of key service operational and customer satisfaction initiatives, including, but not limited to NPS (Net Promoter Score), Service Effectivity (first time fix rate), Response Time and OTD.
Build aggressive plans to drive meaningful and sustainable improvements in key service operational activities that promote customer loyalty and retention with the business. Work with Operations, Quality, Procurement, Service and Customer Service organizations to ensure the highest level of customer satisfaction encompassing Field Service Quality (customer experience), Customer Service Quality (customer experience and perception) and multiple dimensions of overall aftermarket customer satisfaction, ensuring internal and external customers receive what they want, when they want it – includes FSE parts orders/response time/effectiveness, CTS phone response time/call quality and effectiveness.
Have knowledge and experience with the use and application of the key DBS tools and processes needed to ensure optimal field execution, performance and improvement. Highly process oriented and understands and can deploy the key tools to the team to drive improvement. Ability to develop the skillset within the organization to own/lead PSP activities and also to drive aggressive Kaizen activity when results are inconsistent with key business goals and objectives. Key experience with TPI, SW and Daily Management.
Manage Product Line Profitability and Price Management. Determine and execute annual pricing changes; determine and execute new product pricing to ensure share gain while maximizing service profitability. Evaluate and approve pricing where significant/unusual discounts are applied to ensure maintenance of established pricing structures by region/vertical/channel. Ensure organization and processes are in place to deliver optimal consumables, parts and service profitability. Lead cross-functional efforts to successfully countermeasure threats to consumables, parts and service profitability.
Qualification
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Required
Bachelors degree (technical/business/engineering preferred) OR Masters education in business preferred
5-7 years equivalent Danaher experience with demonstrated commercial
Prior leadership experience, including strategic planning, operational process development, organizational/talent development and daily management experience in a direct-to-customer sales and support organization
Specific and demonstrable skills in gathering service-related VOC, creating customer behavior segmentation and successes in migrating self-maintenance customers to service contracts
Proven ability to drive strategic plans into tactical execution across a complex and multi-geo customer base
Possess maturity, sound business judgment and the ability to constructively interact with key internal and external leaders
Experience and expertise in DBS with demonstrated commercial experience, including direct selling of products or services and leading teams selling products and services
Benefits
Paid time off
Medical/dental/vision insurance
401(k)
Company
Cytiva
Cytiva, now with the life sciences business from Pall Corporation, is a global biotechnology leader dedicated to helping customers discover and commercialize the next generation of therapeutics.
10,001+ employees
Funding
Current Stage
Late StageLeadership Team
Ross Gold
Director, Technical Services, Vanrx
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