Senior Field Service Manager - Southern California/Phoenix

Danaher • Los Angeles, CA

9d • $150,000 - $180,000 • Remote

About The Position

Wondering what’s within Beckman Coulter Diagnostics? Take a closer look. At first glance, you’ll see that for more than 80 years we’ve been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We’re building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you’ll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful. Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges. The Sr. Field Service Manager for Beckman Coulter Diagnostics is responsible for directing and leading the field service organization for the Southwest Region of the United States 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 oversight for the P&L of the Service business with direct revenue in excess of $30M, and costs in excess of $10M. This position is part of Field Technical Service located in North America and will be Remote in either Los Angeles, CA or San Diego, CA – covering the Southern California and Arizona regions . 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 Service team and report to the Service Area Director – West region. If you thrive in a fast-paced role and want to work to build a world-class Field Service organization—read on. 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 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 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’ experience OR Master’s Degree with 12+ years’ experience
• 5+ years’ experience in people management (direct reports)
• Proven experience in customer support role interfacing with senior customer management personnel
• Knowledge of customer relationships and customer satisfaction methodologies
• Previous experience in a regulated industry
• Ability to travel up to 50% within the region
• Must have a valid driver’s license with an acceptable driving record

Nice To Haves

• Previous 10+ years’ experience managing people
• 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
• Experience with Integrated Delivery Network (IDN)

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

Benefits

• Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
• We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager