
Job Information
Danaher Corporation Manager, Technical Customer Support – Point of Care in Rolling Meadows, Illinois
POSITION SUMMARY:
The Technical Customer Support Manager - Point of Care (POC), manages the daily activities of a Tier 1 Technical Support Team, dedicated to ensuring the successful delivery of the first step in the Customer Care journey for Cepheid customers in the Point of Care market segment. Through effective hiring, training, and mentoring of Associates, The Technical Customer Support Manager drives successful troubleshooting, escalation and resolution of inquiries reported by customers requiring assistance with Cepheid Xpert® Assays, GeneXpert® Systems and Software.
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:
Develop support processes unique to the Point of Care / Alternate Site Market Segment
Establish clear goals, expectations and direction for the team
Use workforce management tools to create staffing schedules
Coordinate resources to ensure key POC metrics are met including Response & Resolution Time
Monitor Contact Center queues and staffing levels on a real-time basis
Ensure team schedule adherence and monitor overall team productivity
Implement programs and projects to improve team productivity and customer satisfaction
Coordinate the review of customer complaints ensuring accuracy & compliance
Drive cross-functional engagement with sales & service to resolve customer problems
Maintain 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.
Knowledge and skills:
Experience supporting customers in the Point of Care Market Segment, near-patient testing environments (Urgent Care, Education, etc) or other B2C support
Ability to lead people, tasks and projects
Customer focused and action-oriented – Generates a sense of urgency to support customers
Able to motivate a team and encourage them to seek out process improvements
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):
Contact center, technical support or customer service supervisory experience preferred
Laboratory and/or engineering experience 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) .
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) .
Operating Company: Cepheid