Senior Field Service Manager, Southeast

Danaher Corporation•Tampa, FL

6d•Remote

About The Position

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory’s role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making—we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence. Learn about the Danaher Business System which makes everything possible. The Sr. Field Service Manager for Beckman Coulter Diagnostics is responsible for directing and leading the field service organization for the Florida and Southeast Georgia region of the company’s commercial operations. This position 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 oversight for the P&L of the Service business with direct revenue in excess of $20M, and costs in excess of $10M. This position reports to the East Service Area Director, is part of North America Commercial Organization (NACO) Field Service team located in North America, covering the Florida & Southeast Georgia regions and will be REMOTE. In this role, you will have the opportunity to: 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 Supervisors, 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 North America Commercial Organization (NACO) level, by leading projects, applying DBS (Danaher Business System) to map improvement plans, drive sustainable and continuous improvements

Requirements

Bachelor’s Degree with 14+ years of experience OR Master’s Degree with 12+ years of experience
4+ years of experience in people management (direct reports)
Proven experience in customer support role interfacing with senior customer management personnel
Demonstrated experience in customer relationships and customer satisfaction methodologies
Previous experience in a regulated industry
Travel 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.

Nice To Haves

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
Working knowledge of Field Customer Support, Service Contracting, and all its related sub fields

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 Supervisors, 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 North America Commercial Organization (NACO) level, by leading projects, applying DBS (Danaher Business System) to map improvement plans, drive sustainable and continuous improvements