AddressThe Field Service Supervisor position is responsible for daily service support of existing customer base. The supervisor also supports sales growth, service growth and customer satisfaction. Field Service Supervisor is responsible for repair, installation, and maintenance of Beckman Coulter equipment at customer sites.
KEY RESPONSIBILITIES
Customer Satisfaction
- Customer Satisfaction in all aspects of the job. Increased throughput, decreased downtime, regular Preventive Maintenance, regular upgrades as deemed by Beckman Coulter technical staff. A clear advocate for the customer (internal and external) and a steward for the company
- Call Closure ‐ Using our computerized system, every FSE is responsible for closing service calls at time and the Supervisor audit it for the team in Brazil. This action then prompts customer invoices, relieves inventory of parts used and ultimately leads to our objective of accurate reporting.
- Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first time fix”
- Excellent follow‐up skills to insure we exceed customer expectations, and close all outstanding issues
- Strong communication and listening skills
- Understands customer perception and the associated business impacts, and is commercially capable of resolving customer issues in a rapid fashion
- Managing Call Escalations ‐ability to identify, own and track any issues with an account, according to call escalation procedure, to reach resolution.
Financial Management & Growth
- Excellent sales ability measured by the attainment of revenue goal by individual and their District. This includes annual growth of Field Service Maintenance Agreements monthly base billing and the support of sales initiatives through lead generation.
- Achieve annual revenue target with expected year‐over‐year growth.
- Manage individual expenses with on time monthly submission of expenses, signed, with receipt by the 15th of each month.
- Weekly approve teams' time card via approprite system.
- Able to effectively price and position Service agreements on both existing and new equipment, taking into account expected costs to proactively manage profit margin
Continuous Improvement
- Leads by example to develop a robust continuous improvement culture
- Assumes accountability around daily management and monthly KPI’s
- Aggressively seeks out opportunities for improvement
- Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements
- Sales Support
- Value Selling ‐add value to our service offerings. The supervisor must have ability to manage a customer account of the team in its entirety, and when accessing an account, determine on where we can add more value by offering other services (i.e. reagents, consumables, additional or new equipment leads, service on non‐agreement instruments, etc.).
- Drive substantial new equipment lead generation from Service to aid Sales growth
- Partner with sales to support current sales initiatives to drive growth
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General Qualifications
- Sense of Urgency ‐must have the drive/motivation to take action. Must be able to prioritize daily activities and determine what requires immediate attention.
- Strong Interpersonal and Communication skills ‐must be able to remain calm when dealing with difficult customers/peers and have strong communications skills both with internal associates and external customers. Must be a true professional at all times. Team orientated, positive attitude and motivator.
- Ability to adapt ‐must be flexible and understanding with change as it occurs regularly for a FSE throughout his/her day/week. Must be able to think quickly and respond positively to those changes.
- Able to travel 50 ‐75% of the time
- Ability to lift 50 pounds
Education and/or Experience
- Associates mechanical, electrical, or biological degree or military equivalent clarify
- 3 + years of prior Field Service experience in related field is preferred
- Leadership roles for the minimum of 5 years
- Highly computer literate (especially in Excel, Oracle, Sales Force, Pro Service a plus)
- Strong deductive reasoning and problem‐solving skills
- Commercial experience, including direct selling of products or services
- Strong interpersonal and communication skills
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.
