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Danaher Corporation Supervisor Non-Technical Customer Support in Indianapolis, Indiana

Supervisor Non-Technical Customer Support (Service Coordination)

Beckman Coulter develops, manufactures and markets products that simplify, automate and innovate complex biomedical testing. Our diagnostic systems, found in hospitals and other critical care settings around the world, produce information used by physicians to diagnose disease, make treatment decisions and monitor patients. The coordination center is responsible for managing the workload for the Field Associates. The different job functions in coordination cover scheduling future events for the field, unplanned events and dispatching, and part procurements and transfers. These functions work closely together to balance the work in a given district to ensure the best possible customer support. The districts work together in four groups called areas covering the entire US. The supervisor will guide the area leads to improve customer support and improve company KPIs.

The Supervisor Non-Technical Customer Support is responsible for the Service Coordination team that supports the Field Service organization for North America. This individual will have full leadership and supervisory responsibilities for the Service Coordination organization and Provide guidance to the area leads to accomplish company objectives. Responsibilities will include but not limited to: Making decisions for operational and behavioral topics within your respective areas, PTO approval, requests to work remotely and other coverage concerns. In addition you will drive resolution to above scenarios in support of our Field Service Organization and the customers. This position will report directly to the Manager, Customer Operations.

Some of the essential functions and responsibilities of the Supervisor Client Services are:

  • Observe and lead daily activities and assist when gaps are identified

  • Utilizing daily management with Area Leads and leadership in the field service teams to drive department KPIs such as: Arrival time, ETA, Over Time, PM/MOD completion and others as necessary.

  • Collaborate and partner with field service leaders to monitor service activities for timely resolution

  • Lead, motivate, and mentor direct reports, providing training and counseling through job performance and personal development.

  • Drive process improvement relative to Coordination job functions such as the functional model development

  • Utilize dynamic resource allocation to provide best in class service response to field and other organizational requests

  • Appraise associate performance throughout the year and provide constructive feedback to develop associates

  • Create culture of accountability through leadership by example and providing honest, open, two-way communication

  • Actively participate in hiring and termination decisions including temporary employee evaluations

  • Assist in positively addressing customer escalations through to completion to include ETA updates

  • Interface with cross-functional teams to improve and maintain customer satisfaction and increase communication between teams

  • Monitor and adhere to operating budget, to include overtime expense control

  • Other duties as assigned

Some of the required knowledge and skills include but are not limited to:

  • Lead with a goal to bring out the best in each and every associate to maximize contributions.

  • Excellent communication skills demonstrating professional, conflict management and persuasion skills.

  • Strong understanding and proven mid to high level use of standard Microsoft Office tools.

  • Demonstrated effective team work, team building, and leadership skills.

  • Proven ability to work with a focused sense of urgency and accountability.

  • Highly effective time management and personal organizational skills.

  • Proven ability to thrive in a fast paced and ever-changing team environment.

  • Must possess strong problem solving skills and critical thinking to accomplish the end-goal.

  • Self-starter that can work independently and take action with a focus on continuous improvement

  • Results oriented

Educational and Experience Requirements:

  • Education:

High school degree with 8+years exp. OR

Bachelor’s degree with 5+ years exp. OR

Master’s degree with 3+years exp.

  • 3+ years Leadership/Supervisor experience – Required

  • Experiences in a service support organization - Desired

  • PC skills (Microsoft Office in particular) - Required

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.