Technical Support Manager

Job Description

Job Description Job ID: CEP004086
About Us
At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at [ Link Removed ] or follow us on Twitter (@CepheidNews).
Description
POSITION SUMMARY:
The Technical Support Manager is responsible for managing a team that provides technical support for Cepheid products in the region. Drives responsibility, manages operations for the team guiding performance and individuals to meet productivity and support standards to the existing customers, distributors and sales representatives. Builds the competency levels and enhances the customer experience of hotline in handling of technical cases and issues in alignment with Global guidelines.
ESSENTIAL JOB RESPONSIBILITIES:
• Managing and developing the technical support team with process improvement and coordination with other support functions for the future course of set up.
• Acts as mentor to the team to ensure adequate complaint handling into Complaint Management System by articulating Leadership qualities and proactive support.
• Monitor personally the handling of critical cases and handle them on the field by building key relationship with customers on ground using CRM based systems.
• Assist in empowering the team to make critical decisions and sharing the science conceptual knowledge with delegating the right tasks to be implemented timely.
• Assist/advise Technical support with complex troubleshooting by establishing the escalation matrix systems and processes.
• Establish goals and follow team performance metrics and drives achievement of the established goals, provides reports as needed.
• Supervises the daily operations of local team, including working hours planning and
leave requests
• Establish and maintain interdepartmental communications among Customer Care
Organization and other appropriate departments
• Participate in creating and improving of standard procedures for the Technical Support
Department in collaboration with Global Customer Care Organization
• Provide phone and email support on all Cepheid product lines to customers where the
product is highly technical or sophisticated in nature.
• Follow procedures set forth in regulations and guidelines for the region in a compliant way.
• Resolve Cepheid product issues in a timely manner with improvement in DBS process and innovative solutions.
• Utilize all available tools such as SalesForce, Service Reports, Spare Part & Service Manuals and the relevant databases to input information that will increase effectiveness.
• Demonstrate extensive knowledge and utilization of products to internal and external customers
• Adheres to policies and procedures and meet regulatory requirements.
• Business conditions may require reasonable accommodations for additional tasks and responsibilities.
• Lead functional teams or projects and take on assigned leadership roles to drive towards successful completion of assigned tasks and projects.
• Communicate the dissemination of information from Management to team and vice versa
• Responsible for managing customer databases and account escalations.
• Review Aging cases and follow up as needed.
• Review Call Recording and quality control of calls.
• Adheres to team performance metrics and drives for achieving the established goals.
• Able to generate and monitor KPIs for the region via proper scheduling and coverage planning.
TRAINING RESPONSIBILITIES: (REQUIRED)
• Complete all assigned and required training satisfactorily and on time
• For people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.
• Be compliant with DANAHER and CEPHEID policies
• Make sure the objectives and performance are achieved in a compliant manner. Job Requirements
Qualifications
MINIMUM REQUIREMENTS:
Education and Experience (in years):
• M Sc with specialization in Microbiology/Medical Microbiology/ PhD Biotechnology/Molecular Biology educational background
• Diagnostics and Healthcare experience of 7 + years, preferably Molecular Diagnostics/Life sciences.
• Experience in Team Handling minimum 3 years
• Field role based experience.
Knowledge and skills:
• Thorough Knowledge and use of CRM based software, Sales Force.
• Comprehensive technical knowledge and understanding of Molecular products and assays in market.
• Excellent communication skills and MS Office based applications.
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years. At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team. Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.