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Danaher Corporation NPI Service Support Manager in San Jose, California

Cepheid offers an excellent career opportunity to join a leading worldwide developer, manufacturer and distributor of in-vitro diagnostics solutions. Our extensive range of products covers fast, easy testing of some of the world’s most impactful diseases.

Customer Care New Product Introduction (NPI) is a team within the Global Customer Care Enablement department at Cepheid. The primary mission of the NPI team is to represent service and support needs during the product development cycle, and by interfacing across our organizations, develop launch and post launch support strategies for new and existing products.

The successful candidate for this role primarily responsible in taking ownership of new service products that will compliment our existing support portfolio. They will serve as a point of contact within Global Customer Care teams to commercialize new service products and adapt our support solutions throughout the product lifecycle. Managing the development process, they will get to work across all functions of the organization and drive support & service activities ranging from establishing processes, technical leadership of new services and management of lifecycle support in the field globally.

Essential job responsibilities:

  • As part of the NPI team, lead Customer Care enablement and implementation activities on Cepheid Service product portfolio projects (new and sustaining)

  • Actively participate in the product development cycle to help assess, provide input and drive functionality, serviceability and usability for new service programs focused on value added solution

  • Manage Pilot programs as they relate to new service products.

  • Act as liaison with the QMS team for any procedure or work instruction that would need to be updated as a result of the new product support strategies

  • Provides initial training and support to regional teams and ensuring successful handoff to training teams post launch

  • Follow technical issues with products and develop sustain support strategies and amend when necessary

  • Utilize Danaher Business Systems (DBS) tools like VPM, PSP, Daily management and Gemba to ensure project deliverables are visible and are met.

  • Working with regional service teams and marketing, Identify and recommend appropriate changes to processes or features to facilitate improvements in the product for future offerings

Minimum requirements:

  • Bachelor’s degree in related field, with 5+ years of related work experience (in Life Science or Clinical Laboratory Science) OR Master’s degree in field with 3+ years of related work experience

  • Service Marketing / Project Management experience

  • Strong technical skills in troubleshooting products

  • Experience in an ISO 13485, ISO 9001, or medical device manufacturing environment a plus.

  • 3-5 years and above relevant experience in supporting new products, launching new services or product lifecycle management

Knowledge, Skills, and Abilities:

  • Agile PLM experience is preferred

  • Ability to lead multiple priorities in fast-paced environment.

  • Prior experience in a Service marketing or product development role in the medical device or other highly regulated industry is preferred.

  • Excellent Project Management skills.

  • Shown ability to manage multiple priorities effectively, and the ability to identify and recommend best courses of action from several alternatives

  • Thrives in a dynamic, fast-paced, and constantly changing environment

  • Self-motivated, self-governing, organized, and with strong attention to detail

  • Ability to perform responsibilities as stated with minimal supervision

  • Ability to create and contribute to a positive and collaborative working environment

Travel: 5-10%

EQUAL OPPORTUNITY EMPLOYERDanaher 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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

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