Service Regional Leader - Americas - REMOTE at Cytiva in New York, New York

Job Description:

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Cytiva, one of Danaher's 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.

Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

At Cytiva you will be able to continuously improve yourself and us - working on challenges that truly matter with people that care for each other, our customers, and their patients. Take your next step to an altogether life-changing career.

Learn about the Danaher Business System which makes everything possible.

The Service Regional Leader for the Americas is responsible for commercial leadership in the Service and Support organization, reporting directly to the Global Equipment Services Leader, with ~10 direct reports. Have direct P&L responsibility for a $220M regional service organization, with direct leadership responsibilities for ~ 300 associates, including field service, technical support, commercial service support and other service functions as assigned.

What you will do:

• Achieve consistently high levels of customer satisfaction and loyalty through operational excellence in all after-market support activities on a global basis.


• Lead Business Planning and Execution for Service Product Line Core Growth. Partners with BU's and Opco's to lead and ensure superior market analysis, needs-based segmentation and competitive analysis (specifically for service product sales with new instruments/systems AND in the after-market). Segment, analyze and develop strategies to penetrate off-brand service, parts and consumable customers with service and consumable contracts.


• Be accountable for Field Service process improvements and operational effectiveness for service operations, product line quality and delivery. Lead the tactical deployment and execution of key service operational and customer satisfaction initiatives, including, but not limited to NPS (Net Promoter Score), Service Effectivity (first time fix rate), Response Time and OTD.


• Build aggressive plans to drive meaningful and sustainable improvements in key service operational activities that promote customer loyalty and retention with the business. Work with Operations, Quality, Procurement, Service and Customer Service organizations to ensure the highest level of customer satisfaction encompassing Field Service Quality (customer experience), Customer Service Quality (customer experience and perception) and multiple dimensions of overall aftermarket customer satisfaction, ensuring internal and external customers receive what they want, when they want it - includes FSE parts orders/response time/effectiveness, CTS phone response time/call quality and effectiveness


• Have knowledge and experience with the use and application of the key DBS tools and processes needed to ensure optimal field execution, performance and improvement. Highly process oriented and understands and can deploy the key tools to the team to drive improvement. Ability to develop the skillset within the organization to own/lead PSP activities and also to drive aggressive Kaizen activity when results are inconsistent with key business goals and objectives. Key experience with TPI, SW and Daily Management.


• Manage Product Line Profitability and Price Management. Determine and execute annual pricing changes; determine and execute new product pricing to ensure share gain while maximizing service profitability. Evaluate and approve pricing where significant/unusual discounts are applied to ensure maintenance of established pricing structures by region/vertical/channel. Ensure organization and processes are in place to deliver optimal consumables, parts and service profitability. Lead cross-functional efforts to successfully countermeasure threats to consumables, parts and service profitability.

Who you are:

• Bachelors degree (technical/business/engineering preferred) OR Masters education in business preferred, 5-7 years equivalent Danaher experience with demonstrated commercial


• Prior leadership experience, including strategic planning, operational process development, organizational/talent development and daily management experience in a direct-to-customer sales and support organization where excellence in after-market support, at the customer's place of business, is a strategically important part of the overall value proposition.


• Specific and demonstrable skills in gathering service-related VOC, creating customer behavior segmentation and successes in migrating self-maintenance customers to service contracts via the creation and execution of high value and high profit service offerings.


• Proven ability to drive strategic plans into tactical execution across a complex and multi-geo customer base and successfully delivering results while quickly adapting to changing priorities and unforeseen challenges.


• Possess maturity, sound business judgment and the ability to constructively interact with key internal and external leaders to successfully address complex business issues/opportunities with strong deductive reasoning and problem-solving skills; experience and expertise in DBS with demonstrated.


• Commercial experience, including direct selling of products or services and leading teams selling products and services.

Travel Requirements:

• This position requires 30%-50% flying and/or driving travel, which includes overnight stays. Travel will primarily be regional (Domestic US/Canada/LATAM) but may occasionally be international (EMEA, APAC).

Cytiva, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

At Cytiva 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 Cytiva can provide.

The annual salary range for this role is $250,000-$270,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

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Join our winning team today. Together, we'll 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.

For more information, visit

www.danaher.com
.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.

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We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.

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