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Danaher Corporation Customer Service Manager, Nordics in Solna, Sweden

Cepheid is a leading molecular diagnostics company dedicated to improving healthcare by developing, manufacturing, and marketing accurate yet easy-to-use molecular systems and tests. We have been growing significantly the past year, and are seeking our next star to join us on our journey!

We are now looking for a Customer Service Manager who will help us in building a brand-new team! You will get to experience a unique opportunity to build, and lead Customer Service for the Nordic countries in supporting the EMEA Commercial Operations' strategic, operational, and revenue goals.

The team will primarily identify customer needs, provide quotes, process sales orders, document customer complaints, provide service in questions regarding shipment, billing, and warranty issues, support in basic product inquiries, and support in-house training on non-technical customer support.

The role

  • Build and develop an efficient team with high engagement. Empower staff to ensure optimal alignment and performance.

  • Foster a culture of teamwork, accountability and agility.

  • Communicate company vision, and culture through words and actions, and model our values.

  • Create and implement solutions, strategies and best practices to optimize the team.

  • Share knowledge and team up with sites across the Nordics region

  • Streamline and build 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

  • Partner with the Sales team to enhance the quality of our services and support in sales projects.

  • Ensure strong collaboration and close alignment with Demand Planning, Finance, Logistics and Tech Service geared towards maintaining and improving the happiness of our customers.

  • Drive continuous improvements, and also support, and encourage the team in problem solving processes to drive root cause investigations and implement countermeasures.

  • Be a part of hiring new team members, lead onboarding and training, and together set goals and development plans.

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

Qualifications:

We believe there are many different backgrounds that qualify for this job, but the ideal candidate should first and foremost exhibit a proven track-record of leadership and people management in an international organization.

This in combination with the following will increasing your chances of really succeeding in the role:

  • Experience in working with International, HBDC and distributors

  • Experience with DBS or similar business system is preferred

  • Experience with medical device industry, preferably delivering services to the customer, such as to sales, customer service, tech support or training

  • Strong communication skills

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

  • Proficient English and Swedish.

  • Experience with SAP is essential.

  • Proficient with Microsoft Excel

  • Demonstrated leadership skills and experience in creating and leading robust teams

  • Passion for continuous improvement

  • Ability to operate with transparency and humility

  • Act as a role model for high ethical standards and code of conduct

  • Strong organizational and problems solving skills

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

What we offer:

We offer you to be a part of a fast-paced and fast-growing, but yet friendly and diverse company, where you will find it meaningful to go to work. We take ownership in caring for our employees, their strengths and making sure that development and growth is in focus. At Cepheid, we mostly take pride in, and work hard to make a difference.

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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