POSITION TITLE: Customer Value Solution Director

REPORTS TO: Vice President and General Manager, Beckman Coulter Diagnostics

FUNCTION: This position leads the Customer Value Solution (CVS) organization in China, with overall responsibility for a large, nationwide and multi-layer organization. The scope encompasses field service delivery, technical and application support, customer experience, service operations, and service marketing, customer retention and lead management capabilities.

BASIC PURPOSE OF THIS POSITION:

The Customer Value Solution Director sets the strategy and operating direction for the China CVS organization and leads a large-scale organization spanning nationwide field operations and national centers of expertise. The role is accountable for customer value delivery, service business performance, operational excellence, capability development and organizational effectiveness, while aligning diverse regional and functional priorities and integrating regional execution with national technical, application, commercial enablement and service marketing capabilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The incumbent will also be responsible for, but not limited to the following duties:

• Strategy and Direction: Define and execute the China CVS strategy and multi-year operating plan, translating business priorities, customer needs and market developments into clear service, capability and organizational priorities.

• Customer Value and Service Growth: Strengthen customer experience, retention and loyalty while advancing service marketing, portfolio and lead management initiatives that support sustainable service growth and competitive differentiation.

• Service Delivery and Operational Excellence: Establish the operating model, governance, performance metrics and standard work required to deliver consistent, responsive and high-quality field, technical and application support across China; apply DBS to drive continuous improvement, productivity and scalability.

• Financial and Resource Accountability: Own service financial and operating performance, including planning, budgeting, resource allocation and productivity; make trade-offs across regions and capabilities to maximize customer and business impact.

• Quality, Compliance and Risk: Ensure service activities, partner delivery and customer issue management comply with applicable quality, regulatory and company requirements; anticipate and address material operational, customer and business risks.

• Complex Problem Solving and Collaboration: Lead the resolution of complex operational and organizational issues that span teams or functions, partnering with Commercial, Marketing, Operations, Quality, Regulatory, Finance and global service organizations to deliver integrated solutions.

• Organization and Talent Leadership: Lead through regional and functional managers, set clear priorities and accountability, build leadership capability and succession pipelines, and foster an inclusive, engaged and high-performing organization.

This description is a summary of principle responsibilities and is not intended to include all duties may be assigned.

ESSENTIAL QUALIFICATIONS:

EDUCATION & SKILLS:

• Bachelor’s degree or above in engineering, business, healthcare, life sciences or another relevant discipline; an advanced degree or MBA is preferred.

• Strong executive-level communication skills in both English and Chinese, with the ability to communicate complex business and operational topics clearly and influence stakeholders across functions and geographies.

WORKING EXPERIENCE:

• Minimum 15 years of relevant experience, including at least 8 years of people leadership experience and at least 5 years leading managers or leaders of teams in senior service, customer solutions or operations roles, with responsibility for a large, geographically dispersed, multi-layer organization.

• Proven track record of leading through managers, setting functional strategy and multi-year plans, translating strategy into annual operating priorities, and delivering customer, operational and financial results.

• Demonstrated success in resource allocation, organization capability building, change leadership and resolution of complex issues requiring alignment across business units, functions and geographies.

• Experience in medical devices, diagnostics, healthcare or another regulated service environment is strongly preferred.

FUNCTIONAL COMPETENCIES:

·         Broad Functional Expertise: Demonstrates comprehensive knowledge across field service, technical and application support, customer experience, service operations and service business practices, and understands how these capabilities integrate to deliver customer and business outcomes.

·         Business and Commercial Acumen: Understands key business drivers, customer economics, industry dynamics and competitive factors, and applies this insight to improve service growth, financial performance and differentiation.

·         Leadership Through Others: Leads multiple related teams through managers, sets departmental priorities, allocates resources and aligns strategic and tactical execution with business objectives and the annual plan.

·         Strategic and Operational Problem Solving: Navigates ambiguity and resolves complex operational and organizational problems by applying structured analysis, sound judgment and resources from within and outside the function.

·         Results and Organizational Impact: Converts functional plans into measurable customer, operational, financial and organizational results, balancing near-term delivery with multi-year capability building.

·         Influence and Stakeholder Management: Persuades managers and leaders to take action, builds alignment across functions and geographies, and negotiates effectively with customers, channel partners and other external stakeholders.

·         Talent and Culture Leadership: Builds leadership bench strength, coaches and develops managers and professional talent, manages performance and succession, and role-models Danaher Core Behaviors and a DBS continuous-improvement mindset.

TRAVEL REQUIREMENTS:

This position may require extensive business traveling all over China.

WORK ENVIRONMENT: 

This position functions in a general office environment.

Join our winning team today. Together, we’ll 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.

For more information, visit www.danaher.com.