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Danaher Corporation Manager, Technical Customer Support – Systems in Boston, Massachusetts

POSITION SUMMARY:

The Manager, Technical Customer Support leads the activities of the Tier 2 Technical Support Team that provides advanced product support to customers requiring assistance with Cepheid GeneXpert® Systems and Software. Through successful troubleshooting and resolution of customer-reported problems, the Tier 2 Technical Support Manager leads a critical link in the Cepheid Customer Care experience and ensures product and technical excellence for the entire Technical Support Team. While posted in Sunnyvale, CA, remote candidates will be considered.

At Cepheid, we are passionate about improving health care through faster, more accurate diagnostic tests. As a member of our team, you’ll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us, every moment of every day, as we develop rapid groundbreaking solutions to solve the world’s most complex health challenges.

Our associates are involved in every stage of molecular diagnostics ­ ­­– from ideation and innovation through development and delivery of life-changing advancements in healthcare-associated infections, sexual health, critical infectious disease, virology and oncology applications. For more details, visit us at www.cepheid.com or follow us on Twitter. (@CepheidNews)

As part of the Danaher family of companies, our work at Cepheid is supported by a global science and technology innovator. In addition to Danaher’s unrivaled leadership training and professional development programs, this relationship also provides expanded career opportunities across industries and brands. Together, we are united by a shared purpose: Helping Realize Life’s Potential.

ESSENTIAL JOB RESPONSIBILITIES:

  • Establish clear goals, expectations and direction for the team

  • Coordinate resources to ensure case resolution metrics are achieved

  • Drive cross-functional engagement with sales & service to resolve escalated customer problems

  • Prepare team for new product introductions and ensure the technical proficiency of the team

  • Engage Quality, Engineering and Failure Investigation to identify & resolve complaint trends

  • Implement improved support strategies for existing products

  • Represent Tech Support on NPI Core Teams ensuring launch readiness

  • Coordinate the review of customer complaints ensuring accuracy & compliance

  • Implement programs and projects to improve team productivity and customer satisfaction

  • Maintain a high level of expertise and technical proficiency with Cepheid products

  • Ensure team adherence to the Cepheid Quality Management System

  • Meet with team and associates on a regular basis to provide coaching and performance feedback

  • Implement employee corrective action plans when necessary

MINIMUM REQUIREMENTS:

Education or Experience (in years):

  • Bachelor’s degree in field with 5+ years of related work experience OR Master’s degree in field with 3+ years of related work experience OR Doctoral degree in field with 0-2 years of related work experience.

  • Prior management experience preferred

Knowledge and skills:

  • Demonstrated ability to lead people, tasks and cross-functional projects

  • Customer focused and action-oriented – Generates a sense of urgency to support customers

  • Ability to motivate a team and encourage them to seek out process improvements

  • Uses rigorous problem solving and root cause analysis to solve problems

  • Engage others in assessing and responding to the impact of change

  • Ability to multitask, prioritize the critical few and delegate work appropriately

  • Excellent verbal and written communication skills

  • Fluent English required (additional languages a plus – French, Spanish, Portuguese)

  • Familiarity with SalesForce.com (or similar CRM/ERP Systems) and associated analytical tools

  • Proficient in MS Office

Other:

  • Available to support teams doing shift-work including evenings, weekends and holidays

  • May include extended computer and telephone work involving repetitive arm/wrist motions

  • Requires occasional overnight travel

PREFERRED REQUIREMENTS (optional):

  • Experience leading a customer care, product support or related function preferred.

  • Experience with the development, use and or troubleshooting of Laboratory analytical and diagnostic equipment, reagents, medical devices or software preferred

  • Familiarity with the Product Development Process preferred

  • Experience working in a regulated environment (FDA/ISO) is a plus

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

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.

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.

Operating Company: Cepheid

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