Service Manager
XOS – East Greenbush, NY
OPCO Description
XOS® is a leading global provider of mission-critical materials-analysis equipment for industries
and regulators that must control material quality and performance, from consumer products (e.g.
toys) to electronics to petroleum industries. XOS leverages its world leadership in x-ray optics to
supply application-specific analyzers that measure environmental and product contaminants
such as lead, cadmium, chlorine, and sulfur. As a supplier to analytical instrument companies,
XOS offers x-ray optics and sub-systems to enhance analytical performance in x-ray
instruments.
Danaher Corporation Overview
Danaher is a global science and technology innovator committed to helping our customers solve
complex challenges and improve quality of life around the world. Our family of world class
brands have unparalleled leadership positions in some of the most demanding and attractive
industries, including health care, environmental and communications. We are a globally diverse
team of 71,000 associates in more than 125 countries united by a common culture and
operating system, the Danaher Business System, which serves as our ultimate competitive
advantage. In 2014, we generated $19.9 billion in revenue and our market capitalization
exceeded $50 billion. We are ranked #149 on the Fortune 200 and, during the past 20 years,
our stock has outperformed the S&P 500 Index by nearly 2,800 percent.
At Danaher, you’ll have the opportunity to build a career in a way no other company or
environment can duplicate. We’re innovative, fast-paced, results-oriented, and most importantly,
like to win. Why? Because it’s fun! But, when it comes to the development of our leaders and
associates, we’re serious. Our business is growing, and we need top talented people to keep
winning. The breadth and depth of our family of brands makes it possible for us to offer a variety
of dynamic and challenging career opportunities across multiple global industries. Working with
us, you’ll have the unique experience to learn the Danaher Business System, our common
operating system used to shape strategy, focus execution, align our people, and create
tremendous value for customers and shareholders. At Danaher, great people do extraordinary
things.
Come join our winning team!
Organizational Relationships
1. Reports to: Director of Operations
2. Manages: Technical Service/Inside Sales/Customer Service/Field Service
Essential Duties:
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Manage and lead day to day operational needs of the company’s technical
support, inside sales, customer service, and field service teams
Define and own service contracts programs; work with sales team to coordinate a
strategy to grow service contracts revenue
Implement, measure, and improve service KPI metrics of the departments to
assure performance is consistent with objectives
 Responsible for department KPI performance
 Leverage DBS and PD to drive effective cross-functional relationships with
internal and external stakeholders
Responsible for the following metrics:
 Revenue generation for Service, Parts and Consumables (SPC)
 Gross Margin for SPC
 Issue Resolution for Technical Service and Field Service Issues, including
first contact resolution
 Service-related lead generation
 Loaner tracking and utilization
 XOService Website oversight for content, issue resolution, and customer
feedback
 VOC on Customer Satisfaction for Service
Coordinate with Sales managers to ensure that lead and contact databases are
utilized to their maximum potential to generate sales
Maintain expert-level knowledge on the features and business application of the
company’s product lines and ensure that Inside Sales team is similarly trained
and provided all needed resources to work to maximum efficiency
Actively participate in the continuous improvement of departmental processes
and support an unwavering commitment to quality principals
Able and willing to perform sales/service calls as a “lead by example” manager
Maximize efficiency for the entire department – implement programs to improve
customer time and reduce waste (“muda”)
Perform other related duties as required
Collect VOC on Customer Service Satisfaction
Qualifications
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BS in Engineering or Engineering-related discipline from an accredited college or
university
Minimum 3 years’ experience
Previous experience in a service / sales environment leadership role is a plus
Proven success in leading high performing teams
Ability to execute strategies in a complex and multi-faceted environment
Demonstrated ability to handle multiple tasks and assignments simultaneously
Strong interpersonal, leadership, judgment and time management skills
Ability to present to Sr. Management and cascade and integrate organizational
objectives into team goals
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Proven track record of leading and coaching teams to improve performance and
achieve long term, sustained success
Ability to thrive in a rapidly changing environment and problem solve quickly
when new challenges arise
Travel (20%) Required for this position
X-Ray Optical Systems, Inc. takes affirmative actions as an equal opportunity
employer to attract, promote and retain the most fully-qualified candidates without
regard to characteristics such as race, color, national origin, religion, gender, age,
marital status, disability, veteran status, citizenship status, ancestry, sexual
orientation or gender identity.
EEO M/F/V/D