Regional Service Manager (Fitchburg)
Compensation: $57,540.00 - $82,490.00 /year *
Employment Type: Full-Time
Industry: Customer Service/Call Center
About UsMolecular Devices is one of the world's leading providers of high-performance bioanalytical measurement systems, software, and consumables for life science research, pharmaceutical, and biotherapeutic development. Included within a broad product portfolio are platforms for high-throughput screening, genomic and cellular analysis, colony selection, and microplate detection. These leading-edge products enable scientists to improve productivity and effectiveness, ultimately accelerating research and the discovery of new therapeutics. Molecular Devices is committed to the continual development of innovative solutions for life science applications. The company is headquartered in Silicon Valley, California with offices around the globe.
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Molecular Devices is one of the world's leading providers of high-performance bioanalytical measurement systems, software, and consumables for life science research, pharmaceutical, and biotherapeutic development. Included within a broad product portfolio are platforms for high-throughput screening, genomic and cellular analysis, colony selection, and microplate detection. These leading-edge products enable scientists to improve productivity and effectiveness, ultimately accelerating research and the discovery of new therapeutics. Molecular Devices is committed to the continual development of innovative solutions for life science applications. The company is headquartered in Silicon Valley, California with offices around the globe.JOB SUMMARY: The Regional Service Manager will be responsible for ensuring that their team of 10 12 Field Service Engineers will continuously deliver superior customer service and achieve or exceed their commercial performance objectives. A successful Regional Service Manager will drive a culture of exceeding customer expectations and delivering outstanding customer service. The will also work cross-functionally and build cohesive relationships with Service Logistics, Technical Support, Product Support, Service Sales and Commercial Sales. The Regional Service Manager will accomplish this by setting outstanding examples of customer communications and commitment. The individual will also successfully manage the P&L business performance for their regions to deliver consistent growth and profitability.
KEY RESPONSIBILITIES: Team Supervision Supervises regional FSE team Mentors and fosters best practices Creates an environment of ownership and accountability Complete performance reviews and develop direct reports Approve expenses and time sheets Lead communications of critical customer issues Optimizes efficiency and productivity Coordinates with other Regional Service Manager(s) to meet customer and business needs Works with product support to improve training delivery Embraces and promotes the use of DBS tools to deliver results Optimizes FSE utilization to maximize FSE on site time and minimize unplanned overtime
Customer Performance Delivers consistently excellent Service Key Performance Indicator performance, including but not limited to: Response time On time completion (PM, IQ/OQ, etc.) Drives a sense of urgency to ensure customer needs are addressed Understands customer perception and the associated business impact Leads communication with customers
Business Performance Be accountable for the regions P&L and drive P&L responsibility to their FSEs Achieve Organic Growth (OG) targets Achieve Renewal and Conversion targets Achieve Operating Profit (OP) or Contribution Margin (CM) targets Maintain a healthy portfolio of Agreement and Billable (T&M) Service business Work with Service Sales Supervisor and Service Product Management to achieve business results Partner with local Product Sales colleagues to generate new instrument, software and upgrade sales Actively acquire Voice of the Customer (VOC) and Competitor intelligence to help guide Service strategy
Qualifications BA/BS in Business or a technical field or equivalent work experience and professional training 5 10 years of technical experience with life science equipment required Shown ability of successfully delivering results while quickly adapting to changing priorities and unforeseen challenges. Aspiring leader that is excited about using this opportunity to develop their career while significantly contributing to the growth of Molecular Devices Demonstrable passion for creating positive customer Service outcomes High level of business acumen, highly motivated to take ownership of and drive business results Ability to understand customer requirements and develop a solution to their needs Inclination and ability to listen to various partners (e.g. Customers, Sales) and generate actionable insights Self-starter with a demonstrably outstanding work ethic and history of superior performance Existing knowledge of, or enthusiasm and aptitude to learn, the basic business and marketing concepts needed to achieve business results Strong communication skills with proficiency in Microsoft Word, Excel and PowerPoint; Commercial experience, including direct selling of products or services Self-starter with a demonstrably outstanding work ethic and history of superior performance Existing knowledge of, or enthusiasm and aptitude to learn, the basic business and marketing concepts needed to achieve business results Strong communication skills with proficiency in Microsoft Word, Excel and PowerPoint; Commercial experience, including direct selling of products or services Ability to travel domestically up to 25%
CULTURE: The right candidate for this role will embody both the Molecular Devices and Danaher culture. Below are key attributes this candidate will possess. Analytical. This leader seeks out facts and evaluates relationships and dependencies. Results-driven. Demonstrating initiative and personal accountability to meet work demands according to highest standards, while being able to prioritize and balance competing needs, will be key to success. Both a competitive and team player. This individual speaks to results yet gives credit to the team. Humble and self-aware. Helping drive a culture of respect across all associates, functions and levels while championing D&I and focusing on results is a must. This candidate understands their personal areas of development and actively works on weaknesses. Clear communicator. Strong experience in developing effective internal communications and a clear, succinct style is desired. Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a pageDiversity 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 Corporation OverviewDanaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.
:North America-North America-United States
:North America-North America-United States-Massachusetts, North America-North America-United States-New Hampshire, North America-North America-United States-Pennsylvania, North America-North America-United States-Connecticut, North America-North America-United States-Vermont, North America-North America-United States-New York, North America-North America-United States-District of Columbia
Associated topics: call center manager, customer service team manager, guide, leadership, management experience, manager, operations manager, product support, senior, telephone
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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