District Service Manager - Life Science - Northwest

Beckman Coulter Life Sciences’ mission is to empower those seeking answers to

life’s most important scientific and healthcare questions. With a legacy spanning 80+

years, we have long been a trusted partner to our customers, who are working to

transform science and healthcare with the next groundbreaking discovery. As part of

our team of more than 2,900 associates across 130 countries, you’ll help drive our vision

of accelerating answers—and our commitment to excellence.

Beckman Coulter Life Sciences is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

At Beckman Coulter Life Sciences 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 Life Sciences can provide.

Do you want to work in a Life Sciences Field Service Organization? Do you enjoy delivering outstanding customer service, continuous improvement and leading a team to accelerate the growth of Life Science products and services? Then read on!

We are currently seeking a District Service Manager who will be responsible for providing strong leadership for a team by driving a culture of exceeding customer expectations to deliver outstanding customer service; thus accelerating the growth of Life Science product placements and service revenues. Must work cross-functionally and build cohesive relationships with Customer Service, Technical Support, and Sales. Facilitating a strong Service-Sales partnership is a critical component.

In this role, you will be responsible for:

• Customer Satisfaction! Is a clear advocate for the customer. Experienced with leading and resolving high-pressure customer issues, including product performance issues and Technical Escalations. Drives a sense of urgency to ensure customer needs are addressed promptly and with an emphasis on a “first-time fix”.
• Strong communication and listening skills. Excellent follow-up skills to ensure we exceed customer expectations and close all outstanding issues. Understands customer perception and the associated business impacts and is commercially capable of resolving customer issues in a rapid fashion.
• People Management & Leadership. Highly skilled at employee development, including coaching, mentoring, and identifying opportunities for improvement. Creates a culture of ownership and accountability – ensures associates understand their objectives and are provided the tools and guidance to be successful. Constantly works to build the best team via detailed employee development plans and by recruiting the best talent.
• Leads by example to develop a robust continuous improvement culture. Develops and drives accountability around daily management and monthly KPI’s. Able to quickly identify systemic business issues and leverage team expertise and DBS problem-solving tools to aim to the root cause – must be able to implement permanent countermeasures to drive sustainable business advantage.
• Financial Management & Growth. Excellent sales ability: both direct engagement in proposing and selling service agreements to customers and development of Field Service Engineers to independently propose and sell service agreements. Basic understanding of or capacity to learn high-level financial statements. Drive meaningful new equipment lead generation from Service to aid Sales growth. Partner with sales to support current sales initiatives to drive growth.
• Achieve annual revenue target with expected year-over-year growth of 8% - 12%. Run District expenses and investments to achieve annual operating profit target. Price and position Service agreements on both existing and new equipment, taking into account expected costs to proactively lead profit margin.
• Ensures all processes are documented and improved via the use of kaizen (VSM, TPI, etc.). Acts as a primary customer of DBS and leverages internal and external DBS expertise to map improvement plans and drive sustainable improvements. Partners with Regional Sales Managers and Sales. Engineers to price-driven Service offerings to package with new equipment proposals.

The essential requirements of the job include:

• Bachelor’s degree or Military equivalent (E-6 or greater) with 9+ years exp. OR Master’s degree in the same with 7+ years exp.
• This role is fully remote, associate must live inside of the District regio