Technical Support Manager

  • Company:
  • Location:
  • Salary:
    negotiable / month
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  • Posted:
    11 hours ago
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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 or follow us on Twitter (@CepheidNews).Technical Support ManagerCovering the UK and Northern EuropeYou will ensure proper functioning of the Technical Support team based in Northern Europe in accordance with customer satisfaction, quality requirements, internal policies and alignment with EMEA/global processes.Create and manage key performance indicators, provide reports as neededPersonally monitor the handling of critical cases and handle them if requiredEstablish and evaluate goals for the local team members, assess and measure performances of individuals, organize performance reviewsParticipate in creating and improving of standard procedures for the Technical Support department in collaboration with EMEA/Global Technical Support organizationsEnsure that local team is aligned with regional/global SOPCooperate with Technical Support leaders to ensure a good cohesion of the local team with EMEA Regional Technical Support Center (in terms of quality compliance, CMS documentation, training)Cooperate with local TSC, FSE, FAS workshop teams (or managers/supervisors) to ensure a good cohesion/coordination of activities between departments in order to maintain customer satisfactionMinimum requirements:Degree Qualified or relevant work experienceCustomer Service experience preferably in Technical SupportProven people management experienceFluent English (written and oral) is required (any additional language would be an advantage – Swedish, Finnish, Norwegian, Danish, Russian, French)Must be familiar with using a Complaints Management SystemOverall we are looking for someone who is dedicated to our customers and the service we provide ensuring that this is always delivered on time and in a professional manner.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.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, dental, 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.