Sr. Manager America’s Service Operations in Sunnyvale, California at Cepheid

Date Posted: 10/27/2018

Job Snapshot

Job Description

Job ID: CEP002046

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 Senior Manager, Americas Service Operations is responsible for the end-to-end regional service business which includes FSE, service coordination, service contract sales, and Repair Center Operations, ensuring work is performed in a customer focused, timely and cost effective manner.  Responsible for fostering growth opportunities via contract sales and identifying business development opportunities to enhance customer satisfaction. Partner with stakeholders to ensure distributor performance within region is timely and professional service delivery.  Accountable for Customer experience, Financial and operational KPIs within region. 

    •    Ensures that customer satisfaction target are met / exceeded
    •    Leads organizational focus and optimizes process to customer experience 
    •    Manages internal value chain communication to resolve regional escalations
    •    Ensures adequate CRM / SAP records and systems are maintained
    •    Accountable for KPI’s and initiatives to enhance business performance
    •    Ensure part supply chain is maintained through repair center operations
    •    Selects, develops and evaluates personnel to ensure the efficient operation of the function
    •    MBO – clear objectives and regular communication on team and business performance cascaded through organization
    •    Ensure team development, establish best-in-class organizational talent
    •    Active team engagement and communication through weekly 1:1s and monthly team meetings
    •    Manage distributors, balancing direct / indirect delivery models where appropriate
    •    Responsible for region P&L performance
    •    Meet / exceed financial targets
    •    Accountable for financial KPI’s
    •    Maintain cost control and initiatives to improve efficiency of operation including balance of Repair Center output to support regional and EMG/HBDC demand

Job Requirements



      Education or Experience (in years):  

      Knowledge and skills:  
      •    Outstanding organizational skills and the ability to work independently 
      •    Understands regional and cultural nuances 
      •    Experience within ERP / CRM systems an advantage (SAP, SalesForce and Service Max)
      •    Ability to function under pressure and high paced environment
      •    Excellent customer relationship management, customer oriented
      •    Ability to develop teams

      Physical requirements/abilities:

      •    Work in an office environment  
      •    Travel up to 35% 

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.