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The Customer Care Manager (CCM) will be responsible for the ongoing support and relationship plan for Augusta Health (AU Health). The primary role of this position is to manage the relationship between the Danaher Diagnostic platform companies, Beckman Coulter and AU Health. The CCM will be the primary point of contact for the Danaher team as they pursue opportunities with AU Health.
When and where needed, the CCM will work with AU Health to promote site optimization and performance of the provided solutions and follow-up support on systemic challenges that need additional attention and resolution during the term of the contract.
Specific tasks to include, periodic customer health-checks to incorporate customer training needs review, preventative maintenance scheduling, and technical support needs to promote customer best practices across their network.
In addition, the CCM will help coordinate training when and where needed for Beckman Coulter products and coordinate with the other Danaher Opco's for their related products. This role will be responsible for partnering with service to provide service business reviews, prepare and present pertinent business performance information on scheduled intervals and represent Beckman Coulters commitment to the ongoing relationship with AU Health.
As the primary interface with the AU Health, the CCM will uphold current knowledge of the customers' needs to deliver a positive customer experience so we continue to expand the relationship in terms of product disciplines or test menu expansion. Positions new test menu when applicable. The CCM will also be responsible to ensure the right service partner is engaged for anything requiring ongoing maintenance or technical support.
Essential Functions of this role are to:
Collaborates closely with the AU Health relationship director
Collaborate with Sales & Service Partners to develop and execute upon a customer satisfaction action plan for assigned accounts (including post-sales support, best practice sharing, escalation support, etc.)
Provide onsite, in person assistance and troubleshooting at AU Health that are learning new instruments and IT.
Provide more complex post install / start up support including escalations, internal coordination, and successful problem resolution.
Leads Ongoing Best Practices and Operational Improvements (either in workshop or personalized settings per customer's needs) including optimizing maintenance procedures, coordinating advanced training workshop on troubleshooting solutions, training for new staff unfamiliar/untrained on BCI solution, participating in customer Kaizens and problem solving sessions to assist in resolving and improving BCI related situations
Responds to / answers questions around assay specifications
Coordinates between AU Health and internal Sales Partners both within Beckman Coulter and other Danaher Opco's to understand the needs of the customer and to support future buying cycles.
Attends IDN Summit. Participates in IDN Account Plan creation and development.
Executes tactics developed within IDN Account Plan. Updates IDN Account Plan on the execution of tactics. Contributes to customer retention strategies and works closely with sales to understand the funnel at their assigned accounts, resulting in support for future buying cycles.
Attends sales-led system business review if determined necessary. Participate in account level business reviews per non-IDN SW. Is responsible for organizing and facilitating service business reviews.
Provides support, as needed, in coordination with business plan owner. Implements a personal business plan designed to achieve established objectives.
Contributes to Account Plans for GWR presentation on assigned tactics and product strategy. Provide feedback on obstacles to advancing opportunity, systemic issues, etc.
Utilize available systems to analyze customer performance as part of daily management and ongoing support.
Bachelor's degree in science field, with certification in medical technology
9 years' experience working within the laboratory setting and/or in hospital sales position.
Solid understanding of a hospital laboratory workflow, instrumentation, infrastructure and organizational culture.
Strong customer service skills, with an emphasis on customer needs and organizational savviness is required
Strong communication skills; demonstrated ability to discuss technical information and be able to articulate clearly, concisely and accurately throughout.
Strong understanding of the hospital and/or laboratory leadership structure with an ability to navigate through the political nuances of that structure.
Highly organized, with strong and disciplined program and project management
Strong data analytics skills and ability to translate data into actionable information
Has strong follow up and follow through skills.
Highly motivated and success driven within a team environment
Excellent time and territory management habits
Working experience with personal computer, e-mail, and Microsoft Office programs
The work environment for this position is field based with home office.
The activity will take this individual into customers' locations, primary hospital and reference laboratories with moderate physical activity (e.g. lifting/carrying of materials) occurs.
Overnight travel is required, amount is predicated on home office location and territory activity.
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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 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.