Senior Manager, Global Escalation Technical Support

Employment Type

: Full-Time


: Miscellaneous

Our work at Hach ensures water quality for people around the world. Our customer partnerships, passionate experts, and reliable, easy-to-use solutions make water analysis better-faster, simpler, greener, and more informative. As a member of our team, you'll get to make an immediate, measurable impact on a global scale, within industries from aviation to manufacturing to mining. You'll also be part of an environment that fosters career growth and professional development, with kindness at its core. And you'll be part of our mission, which drives us to develop water quality solutions that protect the health and safety of all living things. Hach is proud to be one of Danaher's Water Quality companies. 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 This Senior Manager will provide leadership and coordination of the EU & NA Escalation Support Team directionally aligned with the Service organization goals and objective. Always promoting and improving quality of service, customer uptime and employee development, this person will think globally while supporting the services and company strategy. Lead cross-functional collaboration across global teams and align with Service Leadership monthly. Join us, and exemplify a 'Customer First' demeanor to support, while fulfilling the Hach mission as a trusted partner! This is an exciting time to be involved in strategic planning, and implement programs and processes to optimize our Support organization, and mentor the Support leaders of our future. Closely collaborate with the Global Technical team, technical operations teams, and a variety of internal customers. As such, the successful candidate will be an adept communicator, comfortable delivering a high-level technical overview to customers, staff, and leadership. This manager will grow, develop, and empower a team of associates who will drive for solutions to complex customer concerns from initiation through resolution. Do you want to use your ideas to make a difference? Innovation is our way of life - the products and projects you support will challenge, grow and fulfill at a whole new level! Responsibilities * Manage cost center budget spending and department productivity * Support organizational change, problem resolution and continuous improvement, serving as a role model for innovation and transformation * Identify trends in Product and provide observations to Support and Engineering * Manage and drive the overall resolution of highly visible, global and strategic customer situations, ensuring 100% customer satisfaction * Collaborate cross functionally with Service, Sales, Product and Engineering leadership to actively uncover potential customer concerns * Analyze data and surface insights from critical issues to advocate on behalf of customers * Drive decision making to improve products and processes, and long term customer and partner loyalty * Lead the resolution of critical technical issues, providing prompt and complete resolution often spanning multiple product lines * Use concrete insights from each partner concern to aid in quantifying the need for resources from other teams * Provide timely account or issue status in executive summary format, reporting both to customers and management * Work with the team weekly to develop and refine decision-making metrics regarding raised customer concerns/ bug report workload and growth indicators and go -live engagements * Clearly articulate technical issues to both technical and non-technical audiences and explain impact in business terms * Create and maintain infrastructure and tools that scale to both prevent and catch/address issues raised by internal teams and customers * Build 'early warning' processes, triage called out cases, regular oversight, and follow-ups, and ensure timely resolution * Provide guidance, mentoring, training, and delegate responsibilities to managers enabling their professional growth and development * Supervise customer incidents and monthly metrics to continuously improve customer satisfaction and ensure that department goals are achieved * Determine appropriate staffing schedule for all shifts * Work closely with Senior Director of Technical Support to ensure that support desk coverage is at an adequate level to account for end of quarter, peak demands, growth, etc * Drive for partner and associate engagement across peers and senior management * Recruit, mentor, supervise, and appraise associate and frontline leader performance using Danaher Development for Growth and Performance for Growth tools Qualifications * Minimum of a Bachelor's degree in Environmental Science, Biology, Chemistry, related field, or equivalent experience. Preference for a graduate degree * Minimum of 5 years in Service/Support management roles in a global environment, preference given to handling customer issues * Proven track record working and strategizing with lean concepts, and a vision for continuous improvement * Basic knowledge of customer support processes (i.e., pricing, returns, delivery, etc.) * Solid understanding of Oracle Service Cloud, SFDC, and Microsoft Office, graphics, etc. * Willingness to travel up to 25% The salary range for this role is $120,000 - 135,000. 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. This job is also eligible for bonus pay. #LI-remote When you join us, you'll also be joining Danaher's global organization, where 69,000 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 tools and the stability of a tested organization. Danaher Corporation and all Danaher Companies require all US and Puerto Rico employees to be vaccinated against COVID-19 as a condition of employment, subject to reasonable accommodation as required by law. 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. 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 to request accommodation. If you've ever wondered what's within you, there's no better time to find out.

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