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Senior Director, Global Customer Care Enablement

Company: Cepheid
Location: Sunnyvale, California
Posted on: September 3, 2019

Job Description:

Lead a global team of various support functions, including product support, process improvement, analytics, training
and escalation to enable front-line service and support teams worldwide to provide better customer experience; Use
the tools and methods of Danaher Business System (DBS) to solve problems and implement process improvements in
the global service and support organization to achieve key business objectives with DBS fundamentals that
incorporate Voice of Customer, Value Stream Mapping, Standard Work, Transactional Process Improvement, Kaizen,
5S, Problem Solving Process, and Visual & Daily Management; Establish and maintain the monthly KPI bowler system
for Global Customer Care teams; Design and develop a global product launch and sustainment strategy with regional
implementation to meet the unique customer needs from different regions and support business expansion in direct
and indirect markets; Partner with regional customer care teams, including field service, hotline phone support,
service coordination and repair centers in Americas, EMEA and APAC to drive team efficiency and improve customer
experience; Service and support liaison to provide product life cycle management; Drive cross functional collaboration
to improve global escalation process, maintain organization-level visibility of the critical customer issues and
implement action plans with sense of urgency; Extrapolate key insights from voice of customer programs and lead
enablement projects to increase customer retention; Collaborate with Engineering, Manufacturing, Supply Chain and
Quality to improve product quality and customer experience; Design and develop global technical training programs
to build up the technical proficiency of the front-line service and support teams; Oversee a change control steering
committee for process, SOP, and IT enhancements with the Global Customer Care management team; Drive
engagement and performance management of the Global Customer Care Enablement team create performance
objectives and development plans for the team members; Customer Care liaison to work with Cepheid Quality and
Regulatory teams and ensure compliance with internal and external audits.

Position requires frequent travel to various sites both internationally and within the United States, including Cepheid
headquarters. Approximately 50% travel required.

Education and Experience Requirements:

Master's degree in Business Administration, Finance or related (willing to accept foreign education equivalent) plus
five (5) years of experience in global service and support organizations in diagnostics industry.

OR

Bachelor's degree in Business Administration, Finance or related field (willing to accept foreign education equivalent)
and seven (7) years of experience as Product Support in Global Service and Support Organizations in diagnostics
industry.

Skills Set Required:

Experience must include: Two (2) years of experience applying Daily and Visual management, 5S, Target Process
Improvement, and other process improvement tools to drive improvements in global service and support
organizations; Two (2) years of experience in leading and managing customer facing support teams; Two (2) years of
experience in working in the global diagnostic or medical device field; One (1) year of experience in managing and
facilitating Voice of the Customer programs involving continuous customer satisfaction survey programs, including
Net Promoter Score.

Interested applicants should send their resume to Heather Medina at cepimmigration@cepheid.com with reference to
job title.

Keywords: Cepheid, Sunnyvale , Senior Director, Global Customer Care Enablement, Manufacturing , Sunnyvale, California, California

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