Service Director, Core Histology
Leica Biosystems
Nussloch, Germany
vor 4 Tg.
  • Develop and execute the global service growth strategy for Core Histology business
  • Manage the Core Histology business unit’s Service team installed base support, escalations, service documentation and training, and service engineering.
  • Manage the global Core Histology Service portfolio and offerings in alignment with the Sales Units’ SU organizations growth commitments and customer expectations.
  • Lead global Installed Base support and escalations team
  • Lead global deployment of field actions with Sales Units
  • Drive global service spare parts processes & improvements for IB
  • Drive service productivity programs for installation and warranty
  • Drive Product service documentation & user guides development, implementation & deployment
  • Drive Service training logistics & processes
  • Design, integrate, implement & deploy service requirements and features / capabilities for NPI & product improvements programs
  • Define and manage the global Core Histology EOSL & EOPL process & deployment.
  • KEY SUCCESS METRICS

  • Customer Satisfaction and Service Quality Increase the customer satisfaction and net promotor scores. Reduce complaint rates for the portfolio of CH products in close collaboration with Product Management, Quality, R&D teams and Sales Unit service
  • Service Revenue Growth and Margin Expansion Increase % of LBS Core Histology installed base under service contract YOY.
  • Ensure effective execution of Service productivity programs.

    KEY COMPETENCIES

  • Strategy - Strong analytical and strategic capabilities, future-oriented thinking, strong business acumen
  • Networking - expert in building strong professional relationships and being a persuasive communicator
  • Leadership in a cross functional environment the ability to lead, influence and shape opinion among a peer group of senior leaders.
  • Results orientation driven to realize results; does what it takes to accomplish business objectives, high sense of urgency
  • General management the ability to work with all functions to deliver strong P&L performance and growth.
  • Maturity and business judgment the ability to constructively interact with key internal and external leaders to successfully address complex business issues / opportunities.
  • Flexibility - the proven ability to successfully deliver results while quickly adapting to changing priorities and unforeseen challenges.
  • Prioritization skills - the ability to successfully manage multiple (and sometimes competing) priorities / areas of focus.
  • Responsibility an attitude of complete accountability for all things relating to the product line(s), regardless of functional responsibility.
  • QUALIFICATIONS

    Education and / or Experience

  • Bachelor’s Degree (Technical or Engineering field), Master’s Degree in Business preferred
  • 5 Years of experience leading and building high performing teams; prior experience managing a team of 10+ employees
  • Specific and demonstrable skills in developing service growth strategies in Medical Device industry
  • Track record of delivering service financial & business results while quickly adapting to changing priorities and unforeseen challenges
  • Experience with design for service and remote service connectivity
  • Strong communication skills - Customer focus and service oriented
  • Relationships

  • Reports to : VP Core Histology
  • Direct reports : Core Histology business unit service managers
  • Key Relationships : SU Service leaders, R&D, Q&R, Product Management.
  • External Customers, distributors, 3rd party service providers
  • This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit.

    This job description may be changed at any time.

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