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DBSL, Global Customer Care Enablement

Company: Danaher Corporation
Location: Sunnyvale
Posted on: June 6, 2021

Job Description:

POSITION SUMMARY:The Danaher Business System Leader (DBSL) is responsible for promoting and facilitating the successful implementation of the Danaher Business System (DBS), allowing Global Customer Care Enablement to meet its strategic objectives and Key Performance Indicator (KPI) targets. Reporting to the Sr. Director, Global Customer Care Enablement, you will work closely with Global Product Support (GPS), New Product Introduction (NPI), Customer Care Learning and Development, Data & Analytics, Customer Care Compliance and Operations Support to drive process improvement by leveraging the DBS toolkit.ESSENTIAL JOB RESPONSIBILITIES:Assist departmental leadership in the development of a DBS Roadmap (i.e., how to use the DBS tools to drive sustainable improvement in results and grow its businesses).Drive targeted, sustainable improvement in QDIP (Quality, Delivery, Inventory and Productivity) that is tied to KPI targets and Daily Management (DM) by leveraging DBS tools, coaching skills, and the change management process.Lead and manage Global Customer Care Enablement Kaizen funnelEnsure successful kaizen events by installing and ensuring compliance to the kaizen process - (1) planning of kaizens with a dynamic funnel process tied to PD and Daily Management, (2) kaizen execution, and (3) sustainment of kaizensProvide formal and informal DBS training and coaching to department leaders, people managers and associatesPromote and facilitate associate development in various DBS tools and kaizen leadership.Improve DBS training and facilitation skills by pursuing certification in DBS tools (Certified Practitioner process for self and others).Evaluate and approve Associates for CP certification.Promote and facilitate diagnosis of workflow impediments and other wastes throughout the business, and provide expert counsel on appropriate DBS tools to eliminate themAnalyze data to identify key performance indicators and negotiate team targets to ensure customer satisfaction and regulatory complianceBenchmark and incorporate best practices from other Danaher companiesBe an active Leader in staff meetings, PD, and Daily Management reviews (as appropriate)Partner with regional Customer Care teams and cross-functional departments, e.g., Regulatory and Quality, Engineering, IT, Product Marketing and others to drive process improvementEDUCATION AND EXPERIENCE:Bachelor's degree with 12+ years of related work experienceMaster's degree with 8+ years of related work experienceMastery of DBS Fundamentals is preferred; proficiency is leveraging lean principles and tools to drive process improvementPractitioner experience in functions/areas supporting Customer Care, Field Service, Call Center or Customer Service is preferredProject Management experience is preferred, certification a plusPrior experience in medical device, life science or other highly regulated industry is preferredKNOWLEDGE, SKILLS, AND ABILITIES:Excellent communicator via phone/webcam, email, presentation, and face-to-face.Outstanding organizational and influencing skills; ability to work and influence all levels of the organization from Senior Leaders, Functional Leaders, to project managers and practitioners in all functional areasProven process improvement and change management skillsIn-depth experience with Microsoft Office (MS Excel, Word, PowerPoint, Visio, others)Excellent customer relationship management; customer orientedEffective coaching and mentoring skillsUnderstanding service value chain and ability to develop processPresents projects, findings and analysis to management and executive levelsMetrics and results oriented with a continuous improvement mindsetAbility to champion DBS and develop and install best practices across diverse business environmentsAbility and flexibility to work with cross-functional teams globallyIndependence and good judgment, positive attitude, and an innovative spiritTRAVEL: estimated at 25%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 (.

Keywords: Danaher Corporation, Sunnyvale , DBSL, Global Customer Care Enablement, Other , Sunnyvale, California

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