Regional Customer Service Manager Germany, Poland, Austria (m/f/d) in Krefeld, Germany at Cepheid

Date Posted: 11/8/2019

Job Snapshot

Job Description

Job ID: CEP004658

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 or follow us on Twitter (@CepheidNews).


In this regional role you will lead Customer Service teams across different regions providing efficient support for our existing and new customers in Germany, Poland and Austria. You will be responsible for building and developing new teams in Germany as well as in Poland in our newly established branch located in Warsaw.
You will focus on creating a well functioning Customer Service structure as part of our EMEA Customer Service organisation. This position will be located in our new office in Krefeld.

Essential Job Responsibilities:
• Support the EMEA Commercial Ops’ strategic and operational goals and help them to achieve their revenue goals
• Establish and maintain partnership with our customers and business partners to enhance our quality of service and consolidate our position as the preferred supplier of Molecular Diagnostics
• Build and develop successful teams with customer centric attitude and motivate staff to ensure optimal alignment and performance
• Foster a culture of collaboration, accountability, and high-performance. Communicate the company vision and culture through words and actions; model company values
• Build customer service organisational capability across regions to ensure customer satisfaction
• Create solutions, develop strategies and best practices to optimize the customer service organisation 
• Streamline and create standard work around customer service processes, identify issues and implement effective and sustainable countermeasures 
• Champions continuous improvement attitude across regions 
• Leverage and ensure that DBS tools are properly leveraged and used 
• Collaborate closely with other EMEA customer service teams within Customer services to ensure alignment and that best practices are shared across EMEA entities
• Partners with our Sales team, our Customers to enhance our quality of service and our support to Sales initiatives /projects
• Team with other Support functions such as Demand Planning, Logistics, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction

• Travel minimum 25% – regional and some international travel is required

Job Requirements


Education or Experience: 
• Educational background in Finance, Business Administration or any other commercial or technical field combined with several years of working experience in supporting customers in a matrixed and international environment. 
• Expereince working in a commercial customer service with order management and tender management focus is required. Working in technical customer support environment, e.g. IT Support function or similar can also be considered.
• Life Science or equivalent industry-related experience preferred.
• First management experience of 2+ years in leading teams remotely in an international environment.

Knowledge and skills: 
• Demonstrates people management skill and experience in creating and leading high performing teams
• The jobholder should possess the qualifications, experience and skills set out below to meet the requirements of the role as well as embrace the Danaher Values
• Operates with transparency and humility
• Acts as a role model for high ethical standards and code of conduct
• Strong organizational and problem-solving skills
• Pleasure working in multicultural environment and matrix structure
• Must be able to manage project scope, budget and schedule to achieve timely completion of project deliverables
• Excellent German and English communication and presentation skills
• Negotiating skills and a well-developed cost and quality awareness
• Adept at building and maintain relationships with customers and key opinion leaders

For further questions please contact Evgenia Wittal, Senior TA Partner on 0172 2320614. 
Agency support not desired.

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, 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.