Sr. Director, Technical Support role

About the Sr. Director, Technical Support role:

Reporting to the VP of Global Service and working in a complex matrix organization, this key leadership position is responsible for outstanding customer experiences. Support includes phone, chat, email, and self-service communications addressing customers' technical questions and service needs in Europe and North America. Through three direct reports and over a total of 60 technical support specialists, you will shape the direction of customer experience within the Hach organization.

Our ideal candidate will have a passion for developing leadership talent, is a super-hero when it comes to collaborating and building followership, and is an innovator and driver of change. Have you thought about how new technologies and strategic thinking can change the game? Bottom line: It's all about the customer. If you have the agility to focus on customer service AND stay on top of metrics, then read on!

• Develop and implement a strategic business plan to exceed customers’ desires for an outstanding customer experience

• Research industry trends and drives the organizational needs for support models utilizing advanced technologies

• Engage cross-functionally to fully resolve customer issues to increase customer satisfaction to reserve support interventions for the most critical customer needs

• Engage with Marketing and R&D to improve products, documentation, and processes based on data gathered via customer interactions

• Partner with global customer support teams to drive call center excellence and continue to ensure an exceptional customer experience

• Define and drive key performance metrics focused on customer experience and reduce customer effort to successfully navigate any product issues

• Build, develop and retain robust teams that lead positive contributions throughout the company

• Technologies in use: ServiceMax, Salesforce, Oracle Service Cloud

What makes this opportunity exciting?

• Hach releases over 10 products per year, so you will always be learning and working on new items. This is fast-paced and significant work!

• Work with a highly collaborative team that is hyper-focused on solving customer issues

• Our ability as an innovative organization! Unknown, yet exciting opportunities because of our innovative approach; Our service business is ever-evolving.

• You get to be a part of Danaher Corporation, rated 162 on the Fortune 500 list

• Full benefits including medical, dental, vision, 401(k) matching all on day one

Are you qualified?

• Master’s degree, or equivalent experience with experience developing teams based in multiple locations

• Strong leadership capabilities, experience and passion for talent development, and proven experience navigating teams through change

• Eager and willing to lead experimentation to improve customer experiences via advanced technologies

• Highly organized with the ability to adapt and be creative to solve problems and handle multiple projects simultaneously

• Ability to consider available facts, constraints, competitive circumstances, probable consequences, and distill these into meaningful recommendations

• Experienced in the use of continuous improvement tools (standard work, root cause analysis, the voice of the customer, etc.) preferred

• Ability to work and influence at all levels of the organization and in a global environment

Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture! These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values!

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.

Industry experience

Education: Masters

Seniority: Manager, Director, Professor

Taxonomy

• Technical Assistance
• Technology
• Technical Sales Representative