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Regional Service Manager in Jacksonville, Florida at Cepheid

Date Posted: 3/15/2019

Job Snapshot

Job Description

Job ID: CEP003060

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).



    The Regional Service Manager (RSM) is responsible for managing a field service region by directing, coordinating and leading the organization and its activities to meet customer service expectations and financial metrics.

    The field based Regional Service Manager reports to the Senior Manager of US Field Service and manages a team of field-based Field Service Engineers (FSE’s) dispersed across their region.
  • Job Description



    • Maximize customer service experience, create engaged customers and facilitate organic growth
    • Partner with dispatchers in scheduling engineers for assigned work to achieve maximum efficiency and customer satisfaction
    • Routinely visit customers to gauge satisfaction and build long-term relationships
    • Communicate the value proposition of Cepheid service to customers
    • Take ownership of customers issues and follow problems through to resolution, ensuring

    customer satisfaction through timely follow up on all issues

    • Develop long term value-based relationships with key accounts
    • Provide additional escalation support to resolve key account issues
    • Develop proactive account plans to prevent or predict issues
    • Provide continuous communication across organization for key accounts


    • Achieve high employee engagement through regular one on ones with team and meaningful feedback on a routine basis
    • Hire, develop, and coach superior performing engineers
    • Prioritize customer and business objectives and provide clear direction to engineers
    • Perform regular quality audits of FSE documentation, training records, etc. to ensure compliance with all Cepheid quality requirements


    • Responsible for achieving regional and national service goals and metrics.
    • Partner with sales team to achieve growth strategies

Job Requirements



Education or Experience (in years): 

  • High school degree with 8+ years of experience
  • -OR- Bachelor’s degree with 5+ years of experience
  • -OR- Master’s degree with 3+ years of experience.

Knowledge and skills: 

  • Passionate about delivering superior customer service
  • Excellent organizational skills
  • Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization
  • Effectively present information to co-workers and employee groups, including upper management and customers at various levels
  • Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents
  • Ability to thrive as a member of a collaborative, cross-functional team
  • Competent knowledge of MS Office applications
  • Must have a valid driver’s license and a driving record that meets Cepheid driver requirements

Physical requirements/abilities: 

  • Up to 50% travel required, frequently on short notice
  • Availability on off hours, including nights and weekends for associate and customer support


  • Past experience in managing large remote employee based territory
  • Knowledge of the Diagnostics Instruments or equivalent diagnostic industry experience
  • Working knowledge of laboratory workflow
  • Ability to articulate and explain value of Service Agreement offerings
  • Working knowledge of SAP or experience with equivalent enterprise service software solution

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.


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