at Danaher Corporation in Portland, Maine, United States
Combined with decades of experience and thousands of installations, Pall Water is known globally as a provider of high-quality systems designed to tackle the most complex water treatment challenges, simply and reliably. Pall Water is a global leader in filtration, separation, and purification technologies. Our trusted water treatment solutions ensure the continual supply of safe and reliable water for municipalities and industries. With more than two billion gallons of installed capacity spanning six continents, we are a leader in membrane-based water treatment solutions. www.pallwater.com
As a part of Trojan Technologies, Pall Water is proud to be one of Danaher’s Water Quality companies (https://www.dhwaterquality.com/) . Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment.
About the role
Pall Water is looking for a Customer Success Leader – Installed Base to provide exceptional customer service and champion the customers’ needs within the global team. This is an excellent opportunity to develop standard work within our team and establish a “Culture of Quality” within the customer success team!This position is a remote role . Multiple locations have been listed for marketing purposes but only one position is available.
Responsibility of the North America AMPS customer service and managing the customer success team. (30%)
+ Developing and/or maintaining customer service processes including, but not limited to: Proactive customer engagement processes, Quoting Processes, Quote follow-up processes, Order-entry processes and Customer satisfaction processes. Ensure customer retention through their buying journey
Be the 1st point of contact globally for product management of the Consumables, Services, and Spare parts product lines (AMPS) (30%)
+ Co-facilitating the IB growth room & organizing installed base AMPS commercial programs/initiatives
+ Establishing and communicating our value proposition, competitive positioning, and messaging to differentiate the AMPS products in the market
+ Providing commercial marketing with insights on key differentiators and messages to drive demand generation. Play an integral role in the strategy, planning and new product introductions of all AMPS programs.
+ Manage AMPS product line profitability by establishment and sustainment of Global List Prices for the AMPS product lines such that “price to value” realization is achieved.
People Management & Leadership Responsibility of the North America Customer Service Team and Product Management Associate for AMPS (20%)
+ In collaboration with associates, manage their performance (P4G), Coach, mentor, support Team’s development plans (D4G)
+ Recruit, hire and execute Onboarding plans for new Associates
Champion continuous improvement and implement sustainable & scalable processes to address customer needs and drive the fundamentals of DBS. (20%)
+ Establish and maintain excellent Visual Daily Management using KPI’s for the Customer Success Team by gathering Gemba, reviewing regular reports/KPIs, recommend and institute countermeasures to address trends and resolving systemic problems using sustainable countermeasures (a PSP mindset).
+ Collaborate with the quality manager to ensure the reporting of any non-conformances and customer complaints, support identifying root-case(s) and support implementing corrective and preventative actions as required.
Are you qualified?
+ A Bachelor’s degree in business management, operations management or engineering, or relevant experience, and a minimum of 3 years of leadership experience required
+ An M.B.A. or other advanced degree is strongly preferred; 3 years of customer service experience is strongly preferred
+ Proficiency with SAP or an equal ERP system
+ Proven hands-on experience in implementing and leading continuous improvement initiatives.
+ Proven organization and team development skills including succession planning, developing future leaders and top grading. Driven positive team engagement, collaboration and teamwork. Effective leadership capabilities to deliver results and to build cross-cultural teams.
+ Highly effective written and verbal communication skills including facilitation skills, meaningful use of presentations and spreadsheet analysis perform to meet business requirements within the Water Industry.
The salary range for this role is 110K – 125K. 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. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in Colorado. This range may be modified in the future.
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.
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.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .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 email@example.com to request accommodation. If you’ve ever wondered what’s within you, there’s no better time to find out.