Senior Director, APAC Technical Support & Coordination

工作内容

POSITION SUMMARY:
The Senior Director APAC Technical Support & Coordination sets the strategy and direction for the Technical Support & Coordination Teams providing advanced product support and coordination to customers requiring assistance with Cepheid GeneXpert® Systems and Software. Through the establishment of relationships with critical functions like Engineering, R&D and Global Product Support, this position sets the bar for Technical Excellence for all Technical Support & Coordination. The position provides leadership, oversight, and is ultimately responsible for the actions of the associates who are first-line responders to communications received by telephone, email, or other means from all customers, both external (system users, distributors, and interested third parties) and internal (R&D scientists, field application specialists, sales and marketing, and field service engineers). This role leads a critical link in the Cepheid APAC Customer Care experience and ensures successful troubleshooting and resolution of escalated customer cases.

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:
Establish clear goals, expectations & direction for the Technical Support & Coordination Teams.
Develop resource and staffing projections to meet customer and business requirements
Ensures case handling and other operational compliance with all appropriate regulatory requirements, Cepheid Quality System standards, and other appropriate guidelines
Assures customer satisfaction via timely and effective problem solving and information sharing in response to inquiries received
Drive cross-functional engagement with sales & service to resolve escalated customer problems
Works with Distributors, Commercial and HBDC partners, and direct market Tech Support Centers across the region to establish and maintain consistent, compliant, and efficient processes
Prepare team for new product introductions and ensure the technical proficiency of the team
Partner with Quality, Engineering and Failure Investigation to identify & resolve complaint trends
Develop novel and improved product support strategies & troubleshooting processes
Champions continuous improvement initiatives
Ensure Technical Support & Coordination representation on NPI Core Teams ensuring launch readiness
Partner with training to ensure technical proficiency and consistency of support
Develop strategies to improve team productivity and customer satisfaction
Maintain a high level of expertise and technical proficiency with Cepheid products
Ensure team adherence to the Cepheid Quality Management System
Meet with management team and associates to provide coaching and performance feedback
Implement employee corrective action plans when necessary

MINIMUM REQUIREMENTS:
Education or Experience (in years):
Bachelor’s degree with 15+ years of experience OR Master’s degree with 12+ years of experience
Prior large-scale Technical Support team management experience (50+ employees)

Knowledge and skills:
Senior management level Contact center, technical support or customer support management experience
Demonstrated ability for developing customer support process and strategies
Demonstrated ability to drive cross-functional projects and engagement
Customer focused and action-oriented – Generates a sense of urgency to support customers
Demonstrates technical mastery in fields of study and ability to learn new technologies
Ability to motivate a team and encourage them to seek out process improvements
Uses rigorous problem solving and root cause analysis to solve problems
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 & persuasion skills
Fluent English required, additional languages a plus
Familiarity with 8X8, SAP, 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
Requires travel: +/- 25%

PREFERRED REQUIREMENTS (optional):
Experience with the development, use and or troubleshooting of Laboratory analytical and diagnostic equipment, reagents, medical devices or software preferred
Familiarity with the Product Development Process 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.