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At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting.

Learn about the Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) which makes everything possible.

POSITION SUMMARY:

The Technical Customer Support Manager manages the daily activities of the Tier 1 Technical Support Team, ensuring the successful delivery of the first step in the Customer Care journey. 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.

ESSENTIAL JOB RESPONSIBILITIES:

• Establish clear goals, expectations and direction for the team

• Monitor Contact Center queues and staffing levels on a real-time basis

• Ensure team schedule adherence and monitor overall team productivity

• Ensure key performance indicators including Live Rate, Response and Resolution Times are met

• Work directly with customers as needed to resolve escalated complaints & survey feedback

• Coordinate the review of customer complaints ensuring accuracy and compliance

• Initiate and deliver programs and projects to improve team productivity and customer satisfaction

• Work cross-functionally with Cepheid departments including Sales, Service and Quality

• Maintain a high level of expertise and technical proficiency with Cepheid products

• ;Ensure team adherence to Quality Management System procedures

• Meet with team and associates on a regular basis to provide coaching and performance feedback

• Implement corrective action plans when necessary

Knowledge and skills:

• Ability to lead people, tasks and projects and requires occasional overnight travel. 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 and available to support teams doing shiftwork including evenings, weekends and holidays

• Engage others in assessing and responding to the impact of change

• Ability to multitask, prioritize the critical few and delegate work appropriately

• Bachelor’s degree in field with related work experience OR Master’s degree in field with related work experience OR Doctoral degree in field with related work experience. Fluent English required and Excellent verbal and written communication skills

• Preferable Experience in: Contact center, technical support or customer service supervisory experience, Laboratory and/or engineering,

• Familiarity with SalesForce.com (or similar CRM/ERP Systems) and associated analytical tools and Proficient in MS Office

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.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

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.

Operating Company: Cepheid