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Danaher Corporation Customer Service Manager, Italy (m/f/d) in Buccinasco, Italy

Cepheid is a molecular diagnostics company dedicated to improving healthcare by developing, manufacturing and marketing accurate yet easy-to-use molecular systems and tests. By automating highly complex and time-consuming manual procedures, the company's solutions deliver a better way for institutions of any size to perform sophisticated genetic testing for organisms and genetic-based diseases. Through its strong molecular biology capabilities, the company is focusing on applications where accurate, rapid and impactful test results are needed most, such as managing infectious diseases and cancer.

We are currently looking for a Customer Service Manager Italy (m/f/d) who will be based in our office in Buccinasco (MI).

Our new associate will lead an efficient and high performing Customer Service team to support the EMEA Commercial Ops’ strategic, operational and revenue goals.

Key responsibilities:

  • Build and develop a successful team with a customer centric attitude, high engagement and active participation. Motivate staff to ensure efficient alignment and performance

  • Foster a culture of collaboration, accountability, agility and high performance. Communicate the company vision and culture through words and actions

  • Create solutions, develop strategies and best practices to optimize the customer service department and share knowledge and collaborate across the EMEA region

  • Streamline and create standard work around customer service processes, identify issues and implement effective and sustainable countermeasures

  • Drive Operational Excellence and ensure critical metrics are measured and reported

  • Communicate effectively and partner with the Sales team to enhance the quality of our service and our support to sales initiations / projects

  • Ensure strong collaboration and close alignment with Demand Planning, Finance, Logistics and Tech Service geared towards maintaining and enhancing customer satisfaction

  • Drive continuous improvement of results by using DBS tools and change management processes.

  • Ensure compliance with procedures and processes. Participate in quality audits/meetings as required and ensure timely resolution of Customer Service actions

Key requirements:

  • Master’s degree with 3+ years of experience in delivering services to the customer, such as to sales, customer service, tech support or training

  • Demonstrates people management skills and experience in creating and leading high performing teams

  • Experience with SAP, Salesforce.com, Microsoft Excel

  • Proficient Italian and English is mandatory

  • Experience with medical device industry is an advantage

  • Strong communication skills - Customer focus and service oriented

  • Adept at building and maintaining relationships with internal stakeholders and customers

  • Ability to travel potentially 10% of the time based on business need

Cepheid is part of Danaher Corporation, a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

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 at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

Quadro

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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