Location/Region: Darmstadt, Germany
Fixed Term Contract 18 months
Reports to: Customer Service Manager EMEA
The primary role of this position is to provide a high level of support for all the departments’ customers, both external and internal. The Team Leader is responsible for ensuring smooth operations of support as measured by satisfied customers and by meeting departmental KPIs and objectives.
This team leader is responsible to provide leadership and drive strategic processes to establish a world class customer support organization. The position provides leadership in change management with the integration of new processes, structures, or technologies into the department, planning and executing with a consistent growth mindset.
+ Meets department goals for delivery, quality and productivity by guiding and monitoring the team for adherence to current processes and goals.
+ Leads assigned team in achieving key performance indicators (KPIs) through visual and daily management
+ Proactively leads problem solving efforts within assigned teams to address gaps in performance
+ Identifies and develops standard work in common processes
+ Develops and executes on action plans, is able to deliver on both results and deadlines.
+ Ensures that all processes adhere to compliance requirements and established procedures
+ Constantly evaluates current state for opportunities for continuous improvement
+ Regularly coaches and mentors team members through face-to-face meetings, phone shadowing sessions, and written communication
+ Maintains a high focus on employee engagement
+ Responds to and resolves customer issues requiring management intervention
+ Collaborates with peers and other departments
Critical Competencies / Leadership Anchors:
+ Customer Focus: Listens and responds to customer needs
+ Leading Teams: Leads, energizes and engages individuals to achieve personal development and business goals; retains talent.
+ Builds People, Teams & Organizations: Builds and maintains good working relationships with peers and other functions; works collaboratively; maintains composure under pressure; treats others with respect and consideration;
+ Leads through DBS: Coaches behaviors and actions that align to the DBS culture and holds teams/individuals accountable. Proactively gathers different views on how to approach and solve a problem; approaches problems analytically rather than jumping to superficial conclusion ()
+ Charts the Course: Supports vision and purpose; provides direction needed to operationalize and drive to action.
+ Post-secondary education in a related discipline (Business Administration/Economics/Finance or similar)
+ 10+ years customer facing experience with progressive responsibilities
+ 10+ years of supervisory experience required
+ Proven understanding of operations (customer service & logistics)
+ Experience in project & change management
+ Ability to analyze data to gain understanding and offer actions
+ 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
+ Demonstrated strong problem solving abilities
+ Strong organizational and time management skills
+ Demonstrated Strategic competencies
+ Strong communication skills and customer focus
+ Proficient Computer Skills: Microsoft Office365 with advanced Excel skills
+ Experience with DBS or similar business system is preferred (Lean, SixSigma, etc.)
+ Ability to travel potentially 10% of the time based on business need
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.