Field Service Manager - Columbus, OH

Danaher•Jefferson Township, OH

2d•Remote

About The Position

The Field Service Manager for Beckman Coulter Diagnostics is responsible for directing and leading the field service organization for the Ohio Valley 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 is part of Field Technical Service located in North America and will be Remote – covering the Western and Central Ohio area. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time. You will be a part of the NACO (North America Commercial Organization) Field Services team and report to the Service Area Director – Central region. If you thrive in a fast-paced role and want to work to build a world-class Field Service organization—read on.

Requirements

Bachelor’s Degree with 9+ years’ experience OR Master's Degree with 7+ years’ experience
Must have a valid driver's license with an acceptable driving record
Ability to travel up to 50% within the region

Nice To Haves

3+ years’ experience in people management (direct reports)
Working knowledge of Field Customer Support, Service Contracting, and all its related subfields
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, and Field Service Supervisor, 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