Regional Service Manager

3 weeks ago

Mount Waverley, Australia Beckman Coulter Diagnostics Full time

The Regional Service Manager position is responsible for providing excellent leadership for a team of Field Service Engineers. It is the expectation that the Service Manager drives a culture of exceeding customer expectations to deliver outstanding customer service, thus accelerating the growth of Clinical Diagnostics product placements and service revenues. This role must work cross-functionally and build cohesive relationships with Sales, Customer Service, and Technical Support. Facilitating a strong Service-Sales partnership is a critical component. Core duties are expected to be mainly leadership with some technical, including daily management, ownership of customer satisfaction initiatives, employee development, financial management, and any repair, installation, and maintenance of Beckman Coulter equipment at customer sites should a critical situation arise.

**Responsibilities**:
**Customer Satisfaction**
- Customer Satisfaction in all aspects of the job. Increased throughput, decrease downtime, regular Preventive Maintenance, regular upgrades. A clear advocate for the customer (internal and external) and a steward for the company
- Drives and motivates a team of Engineers to ensure a sense of urgency whilst attending to customer needs with an emphasis on a “first time fix”
- Promoting excellent follow-up skills to the team to insure we exceed customer expectations, and close all outstanding issues
- Strong communication and listening skills
- Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
- Ability to promote and implement sales ability to the team: development of Field Service Engineers to independently propose and sell service agreements (value selling principles)
- Basic understanding of or capacity to learn high-level financial statements - essentially understanding the impacts that key decisions have on the Beckman Coulter Field
- Call Closure to close service calls at time of completion. This action then prompts customer invoices, relieves inventory of parts used and ultimately leads to our objective of accurate reporting.

**People Leadership**:

- Manage operating expenses according to set budgets
- Highly skilled at employee development, including coaching, mentoring and identifying opportunities for improvement
- Creates a culture of ownership and accountability - ensures associates understand their objectives and are provided the tools and guidance to be successful
- Constantly works to build the best team via detailed employee development plans and by recruiting the best internal and external talent
- Creates followership via action and integrity - builds a winning team culture and participates in driving the success
- Motivates employees and drives a cohesive cross-functional work atmosphere with positive attitude. Increase field morale and expectations
- Leads by example to develop a robust continuous improvement culture
- Develops and drives accountability around daily management and monthly KPI’s
- Able to quickly identify systemic business issues and leverage team expertise and DBS problem solving tools to drive to root cause - must be able to effectively manage and implement permanent countermeasures to drive a sustainable business advantage
- Ensures all processes are documented and improved via the use of Kaizen (VSM, TPI, etc.)
- Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements
- Partners with Sales Reps to price competitive Service offerings to package with new equipment proposals
- Drive substantial new equipment lead generation from Service to aid Sales growth
- Partner with sales to support current sales initiatives to drive growth

**Job Requirements**:

- Inclination and ability to listen to various stakeholders (e.g. Customers, Sales) and generate actionable insights
- Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges
- Communicate expectations regarding performance and hold people accountable for results
- Sense of Urgency ‐ must have the drive/motivation to take action. Must be able to prioritise daily activities and determine what requires immediate attention
- Ability to adapt ‐must be flexible and understanding with change as it occurs regularly throughout his/her day/week. Must be able to think quickly and respond positively to those changes.
- Able to travel 25% - 50% of the time within region
- Tertiary qualifications (ideally in a technical or engineering discipline), Master’s in Business a plus
- Equivalent to 2+ years of prior field service supervisory experience in related field.
- Unrestricted working rights in Australia/New Zealand.

When you join us, you’ll also be joining Danaher’s global organisation, where 69,000 people wake up every day determined to help our customers win. As an associate, you’l

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