State Service Manager

4 weeks ago

Kolkata, India Danaher Corporation Full time

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 State Service Manager for Beckman Coulter Diagnostics is responsible for leading service operations for IVD instruments in a defined geography through proper resource allocation and achieve customer satisfaction by ensuring high instrument uptime and differentiating Beckman Coulter services from competition.

This position is part of the Service Organization located in Chandigarh and will be hybrid mode of operation. At Beckman Coulter our vision is to Advance healthcare for every person.

You will be a part of the North Service Team and report to the Zonal Service Manager - North & East responsible for leading a team of 6-7 people providing world class services to high-end instruments installed in high value clients in the In Vitro Diagnostics industry space. If you thrive in a challenging environment leading a team of high performing professionals and want to work to build a world-class Customer Service organization—read on.

In this role, you will have the opportunity to:

  • Direct and control the field service organization in a defined area by managing Field Service Engineer (FSE) assignments in the territory for customer support. Be the primary responsible person in the territory for customer satisfaction. Manage installed base assignments to FSEs and perform periodic changes as needed.

  • Drive KPIs for the region by establishing customized goals for the territory.

  • Forecast and implement scheduled activities in the territory.

  • Responsible for the service revenue and managing Account Receivables in the territory. Manage service contracts and spares/ consumables billing.

  • Responsible for spare part optimization. This includes planning for Min-Max inventory to ensure timely availability of spares and consumables and keep the field stocks optimal without excess.

  • Responsible for the service escalation process. Leverage right resources to provide quick solutions to breakdowns, thereby improve customer TAT.

  • Talent management: Responsible to manage training needs of field team as demanded by the IB. Manage performances and development goals of team. Responsible to drive associate engagement in the territory based on Employee Engagement survey.

The essential requirements of the job include:

  • Must be an Engineering Graduate with B.E./B.Tech. Degree or higher.

  • Should have a minimum working experience of 10 years in the relevant field with exposure in customer services (Technical) in the IVD industry.

  • Should have a minimum experience of 3 years in a leadership role managing at least 3 people or must have proven track record of leading successful projects/teams.

  • Should have adequate skills to consultatively help and support technical troubleshooting along with other functions.

  • Should have proven collaborative skills to work along with different functions to achieve team as well as organizational goals.

  • Should have proven analytical skills and be proficient in basic MS Office tools like Excel, Word, Power Point etc. and communication tools like Outlook, MS Teams, Miro Board etc.

  • Should be able to drive corrective and preventive actions to improve service delivery based on customer feedback. Should relentlessly strive to achieve the highest levels of customer satisfaction to drive business growth in a healthcare environment.

It would be a plus if you also possess previous experience in:

  • Technical field services of Beckman Coulter Diagnostics product line (hardware)

  • Change management.

  • Establishing processes through Daily Management, process improvements through Kaizen based on Voice of the Customer

At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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