15 days old

Manager, Technical Customer Support

Sunnyvale, CA 94086


The Technical Support Manager directs the activities of the Tier 2 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 escalated from the Tier 1 Team, the Tier 2 Technical Support Manager leads a critical link in the Cepheid Customer Care experience.


  • 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


    Education or Experience (in years): 

    • Bachelor€™s degree with 9+ years of experience OR Master€™s degree with 7+ years of experience
    • Prior management experience preferred

      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/ERP Systems) and associated reporting and analytical tools
      • Proficient in MS Office


        • Available to support teams doing shift-work including evenings, weekends and holidays
        • May include extended computer and telephone work involving repetitive arm/wrist motions
        • Requires 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

            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 Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The €œEEO is the Law€ poster is available here.","industry":"Biotechnology


Posted: 2020-05-21 Expires: 2020-06-20

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Manager, Technical Customer Support

Sunnyvale, CA 94086

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