Sr. Director, North America Service

The Senior Director, North America Service is responsible for developing and implementing a growth and delivery strategy to ensure outstanding customer experiences and ongoing service growth. On time, high quality, and best in class customer interactions within the United States and Canadian Service teams are essential to success. Functional organizations reporting into this role include Field Service, Commercial Service, Bench Service, Service Operations, and Technical Support teams across North America.

This position is eligible for remote work in North America.

In this role, a typical day will look like:

• Provide participation and leadership in Strategic Planning and Execution workstreams to enable breakthrough strategies and strengthen competitive advantage.

• Responsibility for the full post-sale customer journey from decision through the instrument life cycle.

• Lead a team of functional managers in the achievement of best-in-class service delivery and the growth of service revenue.

• Apply a data-driven and continuous improvement approach to improving customer satisfaction, achieving margin expansion, streamlining workflows, controlling costs, and improving inventory turn rates in the delivery of service.

• Partner with Global Service organization to develop and launch globally aligned regional strategies in Technical Support, Field Service, Bench Service and Commercial Service.

• Establishes and maintains relationships with key customers by making periodic visits, exploring specific needs, resolving problems, and establishing service strategies. 

• Partner with Sales and Marketing teams to achieve growth and revenue targets.

• Continually seeks new opportunities to advance Hach’s market presence through cultivating existing client relationships and assisting in assessing potential commercial growth opportunities.

• Accountable for achievement of key performance indicators (KPIs) and Service Delivery Metrics: Service Level, First Time Fix Rate (FTF), on-time delivery (OTD), Turn Rate, Customer Satisfaction, and Customer Effort Score (CES).

The essential requirements of the job include:

• BA or BS degree or equivalent experience required. 

• 10+ years’ demonstrated experience leading large cross-functional projects and product services teams.

• Ability to travel domestically up to 30%

• Proficient computer skills (Microsoft Office, etc.)

• Experience using Salesforce and/or ServiceMax would be helpful.

At Hach (www.hach.com), we ensure water quality for people around the world, and every associate plays a vital role in that mission. Our founding vision is to make water analysis better—faster, simpler, greener and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions.

As part of our team, you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs. You’ll also belong …