Technical Support Supervisor in Sunnyvale, California at Cepheid

Date Posted: 10/5/2018

Job Snapshot

Job Description

Job ID: CEP002062

About Us

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 www.cepheid.com or follow us on Twitter (@CepheidNews).


Description

Job Description Summary
The Technical Support Supervisor organizes and directs the daily activities of a team that responds to customer product inquiries and complaints. Through the effective hiring, onboarding, training, and mentoring of Associates, the Technical Support Supervisor drives successful troubleshooting, escalation and resolution of customer-reported problems with Cepheid products and services.

  • ESSENTIAL JOB RESPONSIBILITIES:

    • Ensures that clear goals and expectations are established and understood by team
    • Meets with team on a regular basis to provide feedback on productivity and performance
    • Identifies coaching opportunities and builds necessary skills and knowledge of team to better support customers
    • Implements corrective action plans when necessary
    • Prepares team for introduction of new products and services
    • Uses workforce management tools to create staffing schedules, ensure schedule adherence, and optimize overall efficiency of team.
    • Monitors ACD phone queue and staffing levels on a real-time basis
    • Takes immediate corrective action to ensure appropriate phone coverage
    • Analyzes data and develops action plans to ensure key performance indicators are consistently met and exceeded
    • Interacts directly with customers to resolve any outstanding issues
    • Coordinates the technical review of customer complaints when needed
    • Identifies opportunities to improve customer satisfaction or increase sales
    • Maintains a high level of expertise and technical proficiency with all Cepheid products
    • Continually takes the initiative to attend training classes and improve the skills necessary to perform the job.
    • Ensures compliance with all SOPs and follows procedures set for in ISO regulations and QSR for medical devices.

Job Requirements



Qualifications

  • MINIMUM REQUIREMENTS:

    Education or Experience (in years): 

    Bachelor’s degree in field with 5+ years of related work experience OR Master’s degree in field with 3+ years of related work experience OR Doctoral degree in field with 0-2 years of related work experience.

    Knowledge and skills: 

    • Strong focus on customer satisfaction, employee motivation, and teamwork
    • Ability to learn and understand the business model, and make suggestions in processes, procedures, and operations to improve overall effectiveness
    • Demonstrated ability to lead people, tasks, and projects
    • Demonstrated ability to deliver high quality results
    • Excellent verbal and written communication skills
    • Excellent organizational and time management skills
    • Working knowledge of SalesForce.com or similar CRM

    Physical requirements/abilities: 

    • Must be able to lift 25 lbs. Must be able to stand for several hours. Work may involve repetitive arm/wrist motions.

    PREFERRED REQUIREMENTS (optional):

    • Call center, technical support, or customer service supervisory is preferred.
    • Laboratory and / or engineering experience is preferred
    • Understanding of Polymerase Chain Reaction (PCR) is preferred
    • 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 Overview

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 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 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.