Cepheid Microbiology / Molecular Biology & Biotechnology Job Available
Cepheid Microbiology / Molecular Biology & Biotechnology Job Available. Indian nationals can apply for a Technical Support Manager job at Haryana, Cepheid. Check out all of the details on the same below:
Job Title: Technical Support Manager
Job Location: Gurugram, India
Organization: Cepheid
Job Function: Customer Service Information Technology
Position Summary
The Technical Support Manager directs the activities of the Technical Support Team that provides advanced product support to customers requiring assistance with Cepheid Xpert® Assays, GeneXpert® Systems and Software. Through successful troubleshooting and resolution of customer-reported problems, Technical Support Manager leads a critical link in the Cepheid Customer Care experience.
Essential Job Responsibilities
- Establish clear goals, expectations and direction for the team
- Develop and monitor key performance metrics for team performance
- Coordinate resources to ensure team metrics are achieved, prioritizing the critical few
- Prepare team for new product introductions and ensure the technical proficiency of the team
- Work directly with customers as needed to resolve escalated complaints
- Coordinate the review of customer complaints to ensure technical accuracy & 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
- Ensure team adherence to the Cepheid Quality Management System
- Maintain a high level of expertise and technical proficiency with Cepheid products
- Meet with team and associates on a regular basis to provide coaching and performance feedback
- Implement corrective action plans when necessary
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time
- For people managers, ensure your associates attend and complete all required training satisfactorily and on time.
- Be compliant with DANAHER and CEPHEID policies
- Make sure the objectives and performance are achieved in a compliant manner.
Minimum Requirements
Education and Experience (in years):
- M Sc with specialization in Microbiology/Medical Microbiology/Biotechnology/Molecular Biology educational background
- Diagnostics and Healthcare experience of 7+ years, preferably Molecular Diagnostics/Life sciences.
- Experience in Team Handling minimum of 3 years
- Experience in Field based role.
Knowledge And Skills
- Demonstrated ability to lead people, tasks and projects
- Customer-focused and action-oriented – Generates a sense of urgency to support customers
- Uses rigorous problem solving and root cause analysis to solve problems
- Ability to motivate a team and encourage them to seek out process improvements
- 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 skills
- Fluent English required (additional languages a plus – French, Spanish, Portuguese)
- Familiarity with SalesForce.com (or similar CRM) and associated reporting and analytical tools
- Proficient in MS Office.
Other
- Available to support teams doing shift-work including evenings, nights, weekends and holidays
- Might require occasional overnight travel
PREFERRED REQUIREMENTS (optional)
- Experience leading a customer care, product support or related function preferred.
- Experience using and/or troubleshooting Laboratory analytical and diagnostic equipment, reagents, medical devices or software
- Experience working in a regulated environment (FDA/ISO) is a plus.
APPLY ONLINE
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