Field Service Manager- Mid- Atlantic ( MD, DC, VA)

Danaher Corporation•Washington, DC

1d•Remote

About The Position

The Field Service Manager, Chesapeake is responsible for directing and leading the field service organization for the Chesapeake territory of the company’s commercial operations. You will also be responsible for all field service resources and service delivery within the defined area including: installations and implementations, preventative maintenance, all break/fix service activity, and all proactive post sale service activity. This position will have responsibility for the P&L of the Service business with direct revenue in excess of $10M, and costs in excess of $5M. This position reports to the Mid-Atlantic Sr. Field Service Manager and is part of North America Commercial Organization (NACO) Field Service team located in North America, covering the Chesapeake territory (Baltimore, DC, Richmond, Norfolk) and will be REMOTE. While working to support associates and customers remotely, the candidate will be expected to reside in territory.

Requirements

Bachelor’s Degree with 9+ years of experience OR Master’s degree with 7+ years of experience
Travel, Motor Vehicle Record & Physical/Environment Requirements: This position requires up to 50% flying and/or driving travel, which includes overnight stays. Travel will primarily be domestic but may occasionally be international.
Candidate will be expected to reside in territory.

Nice To Haves

3+ years of experience in people management (direct reports)
Working knowledge of Field Customer Support, Service Contracting, and all its related sub fields
Knowledge of customer relationships and customer satisfaction methodologies
Knowledge of the medical diagnostic industry - specifically its trends, pitfalls and challenges
Knowledge of diagnostic analyzers – specifications and performance standards and U.S. healthcare legislation

Responsibilities

Regularly visit clients and customers to maintain customer network and develop new relationships for new opportunities in partnering with sales team
Lead a team of Field Service Engineers, be responsible for their training and professional development; establish goals and objectives; lead the recruitment process to bring the right candidates to your team
Drive P&L and operational performance around safety, compliance, revenue growth, customer satisfaction, first time fix rate, employee satisfaction, and expense lines
Work closely with coordination team to facilitate daily activities such as preventative maintenances (PM), modifications (MOD) and balancing daily service-call workload
Manage and resolve high-pressure customer issues, including product performance issues and technical escalations
Deliver impact at the NACO level, by leading projects, applying DBS (Danaher Business System) to map improvement plans, drive sustainable and continuous improvements