Customer Technical Support & Dispatch Manager at Danaher Corporation

Villepinte, Ile-de-France, France

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Diagnostics, Healthcare, Medical DevicesIndustries

Requirements

Bachelor’s degree in a related field (e.g., Biomedical Engineering, Life Sciences) or equivalent experience
Minimum of 5 years of experience in technical support, with at least 3 years in a leadership or management role
Strong leadership and team management skills, with the ability to motivate and develop team members
Exceptional communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and other stakeholders
Knowledge of regulatory standards and compliance requirements in the diagnostics industry
Fluent both in English and French
Ability to travel occasionally

Responsibilities

Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of Customer Technical call center & dispatching to guarantee the best customers’ satisfaction
Assist in improving customer service experience using Net Promoter Score (NPS) feedback and Voice of the Customer (VOC)
Drive the planning for engineers in terms of proactive and reactive activities
Take ownership of customer issues, escalating if necessary, including regular communication with internal and external customers where required
Foster a collaborative and high-performance culture within the team by analyzing and providing statistics for the CTS Team to improve objectives and set KPIs
Drive a culture of high performance and change management through developing talent, engagement, and D&I initiatives
Keep ahead of industry developments and apply best practices to areas highlighted for improvement using associated DBS tools

Skills

Customer Technical Support

Dispatch Management

Call Center Management

Support Strategies

Team Leadership

Customer Satisfaction

Diagnostics Products

Danaher Corporation

Water quality, diagnostics, and identification solutions

About Danaher Corporation

Danaher Corporation operates in key markets such as water quality, product identification, and diagnostics. The company provides precision instruments and advanced purification technologies for analyzing and managing water, ensuring its safety in various environments. In product identification, Danaher specializes in laser marking, coding, and packaging solutions that help maintain product freshness and accurate labeling throughout the supply chain. In the diagnostics sector, Danaher offers tools and software that enhance diagnostic confidence, enabling healthcare providers to deliver effective care. What sets Danaher apart from competitors is its unique Danaher Business System, which focuses on continuous improvement and empowers employees to drive change. The company's goal is to consistently deliver high-performance products and solutions while maintaining leadership in its markets.

Washington, District of ColumbiaHeadquarters

1969Year Founded

IPOCompany Stage

Industrial & Manufacturing, Healthcare, Consumer GoodsIndustries

10,001+Employees

Risks

Increased competition from Roche and Abbott in AI-driven diagnostics.

Potential regulatory challenges in the EU for water quality sector.

Supply chain vulnerabilities affecting precision instruments sourcing.

Differentiation

Danaher's Danaher Business System drives continuous improvement and superior financial performance.

The acquisition of Cytiva enhances Danaher's capabilities in the biopharmaceutical sector.

Danaher's advanced purification technologies meet increasing demands for sustainable water management.

Upsides

Danaher's investment in AI-driven healthcare solutions boosts its diagnostics capabilities.

Cytiva acquisition expands Danaher's market share in the biopharmaceutical sector.

Point-of-care testing demand drives growth for Danaher's diagnostic tools and software.

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