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Danaher Corporation Remote Services Operations Team Leader, Global Services in Marlborough, Massachusetts

Help us improve access to life-changing therapies that can transform human health

We are Cytiva, a global provider of technologies and services that advance and accelerate the development and manufacture of therapeutics. Formerly part of GE Healthcare, we have a rich heritage tracing back hundreds of years, and a fresh beginning since 2020.

Our customers undertake life-saving activities. These range from fundamental biological research to developing innovative vaccines, biologic drugs, and novel cell and gene therapies. Our job is to supply the tools and services - the pots, pans, soups and sauces - they need to work better, faster and safer, leading to better patient outcomes.

We are looking for an experienced Leader to support our Global Services organization as we expand and scale up our Remote Services delivery and operations across the world. Do you have a passion for leading a team to deliver timely and critical services support to customers? Then we would love to hear from you.

What you’ll do

  • Lead team and efforts to operationalize current remote services delivery team (dedicated services on-line center engineers) into global framework and ways-of-working

  • Drive globally consistent processes across the Cytiva service organization at global and regional levels to ensure a smooth internal and external remote customer experience

  • Collaborate to monitor, learn and leverage latest state-of-the-art remote and digital technologies to aim for Cytiva remote services delivery to be best-in-class; drive global usage of these tools to improve remote support efficiency

  • Responsible for meeting Cytiva On-Line Center goals for staff scheduling/coverage, productivity/KPIs, quality and customer satisfaction by guiding and directing the team

  • Stabilize current remote services Cytiva product segments support and plan strategy/tactics for expansion and scale-up including driving Global automation remote support strategy to meet FlexFactoryCare customers’ demands globally and other IoT/digital platforms

  • Knowledge of call center/on-line center operational and performance metrics and ability to monitor and improve team’s performance/KPIs on regular basis via visual management and other measures as appropriate

  • Drive team competency and continuous improvement through training plans and structured knowledge capture and sharing

  • Act as escalation point and respond/resolve customer issues requiring management intervention

  • Participate in analytics and planning for operational, budgetary and mid/long term strategies and goals

  • Regularly coach and mentor team members through 1:1 meetings, phone shadowing sessions, and written communication; responsible for training and development of dedicated on-line engineers

  • Travel as needed to support; 15-30%

Who you are

  • B.S. Degree in Management, Science, or Engineering

  • Minimum ten (10) years customer facing or relevant experience with progressive leadership responsibilities

  • Strong customer service and interpersonal skills.

  • Self-motivated and able to manage concurrent, conflicting priorities

  • Demonstrated aptitude for change and continuous improvement.

  • Strong focus on the customer and meeting customer needs

  • Basic knowledge of customer support processes

  • Previous supervisory experience required

  • Ability to analyze data to gain understanding and offer actions

  • Demonstrated strong problem-solving abilities

  • Proficient Computer Skills: Microsoft Office365/Teams with advanced Excel skills

  • Strong organizational and time management skills.

  • Knowledge of DBS tools, Lean Six Sigma certification, Service Max CRM experience, A365 and understanding of Cytiva products (upstream/downstream/software/cell therapy) desirable

Who we are

Whatever your role, we bring purpose and challenge into our everyday work. If you are driven to make the world a better place thanks to science and medicine, you’ll feel right at home here. If you’re flexible, curious and relentless, you’ll belong. If you are excited about a global culture, this can be the place to further your career.

Want to know more? Experience life at Cytiva on our Careers website, Instagram channel and LinkedIn page!

Cytiva is a 3.5 billion USD global life sciences leader with over 7000 associates across 40 countries who are dedicated to our mission to help us improve access to life-changing therapies that transform human health. As a trusted partner to customers that range in scale and scope, Cytiva brings efficiencies to research and manufacturing workflows, ensuring the development, manufacture and delivery of transformative medicines to patients.

Cytiva is part of the Danaher family of companies, a global science and technology innovator committed to helping customers solve complex challenges and improving quality of life around the world.

Open location / Remote - preferred Americas or EMEA poles.

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.

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