Regional Customer Care Lead

Job description

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the Danaher Business System which makes everything possible. The Regional Customer Care Lead serves as the primary regional point of contact for customer and internal inquiries, acting as the key link between local markets and the Global Customer Care Centre of Excellence (CoE). This role also supports customer communications, escalations, order fulfilment, and installation activities while partnering across Sales, Service, Contracts, Supply Chain, Logistics, and Finance to ensure timely issue resolution, operational continuity, and seamless customer experience. This position reports to the Regional Customer Care Leader and supports the UKI and EMEA region. In this role, you will have the opportunity to: Serve as the primary point of contact for regional customers and internal inquiries during local business hours, providing timely updates, issue resolution support, and escalation management, partnering closely with the Global Customer Care CoE, to ensure seamless coordination while maintaining local market responsiveness, proving support in local language, and customer engagement. Coordinate activities between Sales, Service, Contracts, Supply Chain, Finance, Logistics, and local market teams to drive aligned customer support and issue resolution. Own escalation intake, triage, follow-up, and regional coverage during holidays or operational gaps to maintain customer service continuity. Provide regional insights into customer feedback, sales concerns, recurring issues, and process improvement opportunities to enhance customer experience. The essential requirements of the job include Bachelor's degree or equivalent experience in customer care or customer experience. Clear understanding of essential Customer Care processes and tools (CRM platforms) to include customer escalation resolution. Ability to build effective relationships inside and outside the organization, work effectively in a matrix structure, remain accountable for business results. Travel, Motor Vehicle Record & Physical/Environment Requirements: Ability to travel ~ 5%, including overnight travel for workshops It would be a plus if you also possess previous experience in: Experience with DBS tools, including PSP, Kaizen, and Standard Work. Fluency in English and at least one additional European language Experience in Life Sciences, Medical Devices, or Diagnostics industry Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. 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.