Sr. Director, North America Service

The Senior Director, North America Service is responsible for developing and implementing a growth and delivery strategy to ensure outstanding customer experiences and ongoing service growth. On time, high quality, and best in class customer interactions within the United States and Canadian Service teams are essential to success. Functional organizations reporting into this role include Field Service, Commercial Service, Bench Service, Service Operations, and Technical Support teams across North America.

This position is eligible for remote work in North America.

In this role, a typical day will look like:

• Provide participation and leadership in Strategic Planning and Execution workstreams to enable breakthrough strategies and strengthen competitive advantage.

• Responsibility for the full post-sale customer journey from decision through the instrument life cycle.

• Lead a team of functional managers in the achievement of best-in-class service delivery and the growth of service revenue.

• Apply a data-driven and continuous improvement approach to improving customer satisfaction, achieving margin expansion, streamlining workflows, controlling costs, and improving inventory turn rates in the delivery of service.

• Partner with Global Service organization to develop and launch globally aligned regional strategies in Technical Support, Field Service, Bench Service and Commercial Service.

• Establishes and maintains relationships with key customers by making periodic visits, exploring specific needs, resolving problems, and establishing service strategies. 

• Partner with Sales and Marketing teams to achieve growth and revenue targets.

• Continually seeks new opportunities to advance Hach’s market presence through cultivating existing client relationships and assisting in assessing potential commercial growth opportunities.

• Accountable for achievement of key performance indicators (KPIs) and Service Delivery Metrics: Service Level, First Time Fix Rate (FTF), on-time delivery (OTD), Turn Rate, Customer Satisfaction, and Customer Effort Score (CES).

The essential requirements of the job include:

• BA or BS degree or equivalent experience required. 

• 10+ years’ demonstrated experience leading large cross-functional projects and product services teams.

• Ability to travel domestically up to 30%

• Proficient computer skills (Microsoft Office, etc.)

• Experience using Salesforce and/or ServiceMax would be helpful.

At Hach (www.hach.com), we ensure water quality for people around the world, and every associate plays a vital role in that mission. Our founding vision is to make water analysis better—faster, simpler, greener and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions.

As part of our team, you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs. You’ll also belong to a respectful and collaborative community that fosters career growth and professional development. You’ll be supported by resources that make a positive difference in your life because, at Hach, we value your authenticity and want your talents to shine.

Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment.  More about us: https://www.hach.com/about-us

Hach is proud to be a Water Quality company in Veralto (NYSE: VLTO).  Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto is creating today.  Veralto is a $5B global leader in essential technology solutions made up of over 16,000 associates across our Water Quality and Product Identification segments all united by a powerful purpose: Safeguarding the World’s Most Vital Resources.

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The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and busin