Danaher Jobs

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