Head - Customer Support, SWA

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 position of Head - Customer Support, SWA is part of the commercial team located in Mumbai, India and will be onsite. You will report to the Managing Director, SWA and will be responsible for driving and implementing customer support strategies for Beckman Coulter, SWA. 

In this role, you will have the opportunity to:

Manage a service and applications organization that is spread across India while also supporting the neighboring countries of Bangladesh, Sri Lanka, Maldives and Nepal. The ask of you is to make our customer support delivery a clear competitive advantage within the diagnostics Industry. You would achieve this by defining and delivering on our customer support strategy, working on improving our team’s technical and customer management capabilities, influencing the adoption of technology by customers as well as field service and apps associates, while enhancing our commercial alignment in the field. A combination of experience in customer management, service experience in the healthcare space, experience of leading a function and exposure to healthcare industry would make you the ideal fit for this role.

Roles and Responsibilities:

• Define and execute service and application functional priorities for the region, including long term and short-term plans geared toward customer delight, operational excellence, service revenue growth, and menu expansions.
• Move from escalation based reactive customer management to proactive engagement based on business priorities and segmentation strategy.
• Establish strong CXO level connects across regions, across mid-larger accounts to stay connected with the ongoing customer issues. Thereafter, identify initiatives that improve service and clinical efficiency (first time fix right, right service inventory levels, disciplined call logging and closure, leveraging the escalation process) and productivity (tracking and reducing repeat visits) to increase customer and stakeholder impact and engagement.
• Manage and increase the effectiveness and efficiency of Customer Support and Applications Services (Call Dispatch, Effective Technical Support, TEC Remote fix, usage of Pro-service and Field Service) through improvements within each sub-function - Drive global service compliance and regulatory mandates in India and SWA markets by taking the lead on initiatives and programs to ensure adherence to established global and local documentation requirements of service calls. Drive direct and indirect price increases with customers by working closely with sales teams.
• Provide right level of technical and clinical support fully leveraging available tools including remote fix through telephonic support, app usage to register calls and receive feedback.  Ensure service metrics (hot units, unscheduled visits, PMs, Mods, etc.) are managed to contain service costs, improve response time and adherence to documentation norms.
• Devise a Channel Partner strategy in service to provide customer support through direct/in-direct supervision of service teams in Sri Lanka, Maldives, Nepal and Bangladesh.
• Attract, build and retain talents with strong Technical Know-how, Clinical and Product knowledge, skills and high Customer centricity.

Experience required:

• Experience: 15 years + of experience in service or sales roles, including at least 5 years or more of people management experience of a large team
• Experience in the medical devices and diagnostics industry would be preferred
• An engineering graduate with a masters (technical or management) from a reputed University will be desirable.
• Ability to effectively and seamlessly work in cross-functional teams and matrices.
• A talent scout with the ability to spot, hire, motivate, retain & grow high-performing teams
• A track record of keeping up to date in technical processes and applications and ability to use this information to guide strategic directions and right deployment of resources
• Process focused and ability to analyze and develop new work processes to improve efficiency as per team/ customer needs

Travel Requirements:

• Ability to travel (~50%) with overnight stays across the global landscape to attend internal and customer facing meetings.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

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.

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.

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.