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The Service Manager - Diagnostics, Malaysia role will be the lead member of the Malaysia Diagnostics (Dx) Customer Care team leading the local implementation of support deliverables, policy, operational controls and change management with direct associates and internal stakeholders. Reporting to the Country GM, Dx Platform Malaysia, this position has the direct ownership of managing Customer Care deliverables and direct associates for the Commercial Customer Care business in Malaysia. This position will manage direct associates from 3 Danaher Operating companies – Cepheid, Leica, and Radiometer.

This job will require approximately 10 - 15% travel for effective execution of projects and management of direct associates within the country and associated region and will be located in Malaysia.

In this role, you will have the opportunity to:

• Manage key strategic initiatives, track project milestones and deliverable adherence; enhance customer satisfaction through daily management of service operations and through field visits; use continuous Lean, Six Sigma Principles and problem-solving process to bridge the gap between company and end users, with zero tolerance on compliance deviations.

• Work with regional business managers and external partners to identify key service products required by customers and encouraging growth; manage direct field teams for assigned area including hiring, training, Performance management, compliance and activity oversight; manage partners and distributors related to providing value to the service deliverables for the country; manage support associates to well established monthly and quarterly Metrics and KPIs

• Work closely with the commercial teams on business initiatives, growth and strategic initiatives; with Matrixed dotted line Operating company field service management related to the three companies mentioned above; with Matrixed Technical support, Coordination and Commercial Operations to manage all Case creation and support structures.

• Own full expenses related to the assigned country and manage logistical processes for both incoming and reverse logistics.

The essential requirements of the job include:

• Bachelor’s degree with 5-10 years of related work experience or master’s degree in field with 5+ years of related work experience.

• Extensive experience managing and leading technology or healthcare distribution partners in Southeast Asia; specifically, Malaysia.

• Strong people & Partner management experience.

• Ability to develop relationships, across organizations while demonstrating humility and geopolitical awareness.

• Excellent English communicator via phone, email, PowerPoint and face-to-face.

• In-depth experience with Microsoft Office required. Experience with Salesforce.com, SAP, Microsoft Tools and similar applications

• In depth experience with monthly and quarterly business review structures and processes.

It would be a plus if you also possess previous experience in:

• Project Management and/or Commercial experience

• Customer service organizations

• DBS operational principles

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At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, 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.

Operating Company: Cepheid