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Danaher Corporation Senior Director, APAC Technical Support & Coordination in Gurugram, Haryana, India

POSITION SUMMARY:

The Senior Director APAC Technical Support & Coordination sets the strategy and direction for the Technical Support & Coordination Teams providing advanced product support and coordination to customers requiring assistance with Cepheid GeneXpert® Systems and Software. Through the establishment of relationships with critical functions like Engineering, R&D and Global Product Support, this position sets the bar for Technical Excellence for all Technical Support & Coordination. The position provides leadership, oversight, and is ultimately responsible for the actions of the associates who are first-line responders to communications received by telephone, email, or other means from all customers, both external (system users, distributors, and interested third parties) and internal (R&D scientists, field application specialists, sales and marketing, and field service engineers). This role leads a critical link in the Cepheid APAC Customer Care experience and ensures successful troubleshooting and resolution of escalated customer cases.

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 & direction for the Technical Support & Coordination Teams.

  • Develop resource and staffing projections to meet customer and business requirements

  • Ensures case handling and other operational compliance with all appropriate regulatory requirements, Cepheid Quality System standards, and other appropriate guidelines

  • Assures customer satisfaction via timely and effective problem solving and information sharing in response to inquiries received

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

  • Works with Distributors, Commercial and HBDC partners, and direct market Tech Support Centers across the region to establish and maintain consistent, compliant, and efficient processes

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

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

  • Develop novel and improved product support strategies & troubleshooting processes

  • Champions continuous improvement initiatives

  • Ensure Technical Support & Coordination representation on NPI Core Teams ensuring launch readiness

  • Partner with training to ensure technical proficiency and consistency of support

  • Develop strategies 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 management team and associates to provide coaching and performance feedback

  • Implement employee corrective action plans when necessary

MINIMUM REQUIREMENTS:

Education or Experience (in years):

  • Bachelor’s degree with 15+ years of experience OR Master’s degree with 12+ years of experience

  • Prior large-scale Technical Support team management experience (50+ employees)

Knowledge and skills:

  • Senior management level Contact center, technical support or customer support management experience

  • Demonstrated ability for developing customer support process and strategies

  • Demonstrated ability to drive cross-functional projects and engagement

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

  • Demonstrates technical mastery in fields of study and ability to learn new technologies

  • 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 & persuasion skills

  • Fluent English required, additional languages a plus

  • Familiarity with 8X8, SAP, 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

  • Requires travel: +/- 25%

PREFERRED REQUIREMENTS (optional):

  • 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) preferred

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

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.

Operating Company: Cepheid

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