About this job
Senior Director, Global Customer Service Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At SCIEX, 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.
By harnessing Danaher's system of continuous improvement, you help turn ideas into impact, innovating at the speed of life. For more than 50 years, SCIEX has empowered customers to solve impactful analytical challenges in quantitation and characterization through groundbreaking innovation, outstanding reliability and support.
You will be part of a winning team, enabled by the Danaher Business System, that is passionate about helping life science experts around the world get to answers they can trust. About the Role The Senior Director, Global Customer Service leads SCIEX's global customer service organization and is accountable for making customer service a strategic advantage for SCIEX by improving the customer experience, enabling commercial growth and driving operational excellence.
This leader owns the customer-facing quote-to-book experience, customer inquiry and case management, service and sales administration, and contract administration across the full contract lifecycle. Every dollar of SCIEX revenue passes through this team, so the role carries direct accountability for the service levels and turnaround times that determine how easily customers, both internal and external, can conduct business with SCIEX.
The Senior Director partners closely with the SVP, Global Commercial Operations and the VP, Operational Excellence & AI to shape the multi-year strategy, and owns execution against measurable outcomes in customer experience, associate engagement, service performance and cost. Reporting and Structure Reports to: Senior Vice President, Global Commercial Operations Member of the Global Commercial Leadership Team Leads the global customer service organization across the Americas, EMEA and JKOSEA Location: flexible / remote, with the ability to operate across Americas, EMEA and Asia time zones In This Role, You Will Have the Opportunity To Create the global organization Partner with the SVP, Global Commercial Operations to design and continuously improve the global customer service operating model and organization.