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

Danaher•Richmond, VA

1d•Remote

About The Position

At Beckman Coulter Diagnostics, a Danaher operating company, we are dedicated to innovating for tangible impact in life sciences, diagnostics, and biotechnology. Our work saves lives by elevating the role of the diagnostic laboratory in improving patient health. For over 90 years, our diagnostic solutions have been used globally in hospitals, reference and research laboratories, and physician offices for routine and complex clinical testing. Every hour, over a million tests are run on our systems, impacting billions of patients and millions of clinicians annually. We enable clinicians to deliver the best possible care through improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence. This role is responsible for directing and leading the field service organization for the Chesapeake territory, including installations, implementations, preventative maintenance, break/fix service, and proactive post-sale service. The position holds P&L responsibility for the Service business with significant revenue and costs. This role reports to the Mid-Atlantic Sr. Field Service Manager and is part of the North America Commercial Organization (NACO) Field Service team. The position is remote, requiring the candidate to reside within the Chesapeake territory (Baltimore, DC, Richmond, Norfolk).

Requirements

Bachelor’s Degree with 9+ years of experience OR Master’s degree with 7+ years of experience
Up to 50% flying and/or driving travel, which includes overnight stays. Travel will primarily be domestic but may occasionally be international.
Reside in territory (MD, DC, VA)

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