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District Manager - Washington D.C.

Danaher Washington, DC
  • Posted: over a month ago
  • Other
Description
The District Service Manager has a leadership role in the Beckman Coulter Life Science Service organization, reporting to the Area Service Manager, NA Field Service. Individuals in this role are responsible for providing strong leadership for a team of Field Service Engineers. It is the expectation that the District Service Manager drives a culture of exceeding customer expectations to deliver outstanding customer service, thus accelerating the growth of Life Science product placements and service revenues. The District Service Manager must work cross-functionally and build cohesive relationships with Customer Service, Technical Support, and Sales. Facilitating a strong Service-Sales partnership is a critical component. Core duties include direct management responsibilities, ownership of customer satisfaction initiatives, employee development, and financial management responsibilities to include Service and Sales revenue and profit growth.

Customer Satisfaction
  • Is a clear advocate for the customer (internal and external) and a steward for the company
  • Experienced with managing and resolving high-pressure customer issues, including product performance issues and Technical Escalations
  • Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”
  • Excellent follow-up skills 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
  • Financial Management & Growth
  • Excellent sales ability: both direct engagement in proposing and selling service agreements to customers and 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

Service and OpCo P&L.
  • Achieve annual revenue target with expected year-overyear growth of 8% - 12%
  • Manage District expenses and investments to achieve annual operating profit target
  • Able to effectively price and position Service agreements on both existing and new equipment, taking into account expected costs to proactively manage profit margin
People Management & Leadership
  • 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 Continuous Improvement
  • 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 Sales Support
  • Partners with Regional Sales Managers and Sales
  • Engineers 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


Qualifications
  • 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
  • Able to travel 25% - 50% of the time within region Education and/or Experience
  • Bachelors (ideally in a technical or engineering discipline) or Military equivalent (E-6 or greater)
  • Master’s in Business a plus
  • 5 + years of prior field service management experience in related field, technical management, or management in a field that requires regular customer interaction
  • Highly computer literate (especially in Excel and Powerpoint, Oracle and Salesforce.com a plus)
  • Strong deductive reasoning and problem-solving skills
  • Commercial experience, including direct selling of products or services
  • Exposure to and ownership of a P&L



At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

Danaher

Address

Washington, DC
USA

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