Sr Manager, Global Service Operations Process Improvement in Sunnyvale, California at Cepheid

Date Posted: 3/8/2018

Job Snapshot

Job Description

Job ID: CEP001069

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).



Primarily responsible for process improvement for the Global Service Organization including the implementation and execution projects focused around capability, infrastructure and Processes. Working cross functionally within the service value chain to optimize business performance and across Cepheid Operations to optimize customer experience. This position will report into the Senior Director, Global Service Operations and be responsible to design, implement and sustain key projects to further enhance Cepheid’s world-class services organization.

Optimizes operations through use of DBS tools to ensure end-to-end process within SAP / SFDC / ServiceMax is optimized through collaboration with IT & Commercial leads, ensuring the service business is optimized for efficiency and that part logistics sustains Cepheid’s market leading growth. Utilizes industry experience to provide detailed insights into commercial growth engines and be able to setup infrastructure to support both mature and start-up cultures.

This position will work with global service leadership to define strategy around process improvement, prioritize and execute working in a self-driven mode of operation, coordinating regional Project Managers and stakeholders to achieve success.



• Own Global reporting of Cepheid NPS and ensure that VOC is actionable and completed in a timely manner

• Ensures that customer satisfaction target are met / exceeded with an optimized service delivery model

• Implement sustainable reverse logistics process for all service parts on global basis

• Develop strategy and white paper for implementation of Cepheid / ASP repair centers

• Ensures CRM & SAP process is aligned with business need, driving enhancement projects aligned with IT and Customer Care team

• Ensure quality and compliance across services organization

• Optimize import/ export processes from Cepheid locations

• Manage global initiatives to maintain install base accuracy within regions

• Inventory management:

o Partners with planning and logistics to optimize cost effective delivery model to meet customer needs

o Creates and maintain reverse logistics process for service inventory in conjunction with Cepheid Logistics and service stakeholders.

o Drives global alignment within organization across all aspects of business.

• Reviews costs, order fulfillment, operational metrics, delivery achievement to understand business optimization needs

• Create and execute service marketing initiatives and campaigns

• Partner with regional marketing teams to establish annual pricing strategy

• Create recommendations and develop best practices and tools for execution and management


• Champion DBS tools and drive Kaizen and PSP events

• Develop regional Project Management teams

• Selects, develops and evaluates personnel to ensure the efficient operation of the function

• Ensure team development, establish best-in-class organizational talent

• Active team engagement and communication


• Create and execute service marketing initiatives and campaigns

• Partner with regional marketing teams to establish annual pricing strategy

• Project Manage key service initiatives, develop and execute project plans and associated content, track project milestones and deliverables

• Create recommendations and develop best practices and tools for execution and management

• Continual review of expenses and cost reduction initiatives within service delivery (repair process, logistics)

Job Requirements



Education or Experience (in years):

• Bachelors degree (MBA Preferred)

• Lean / Six Sigma certified (desired)

• 5 years management experience within operations and customer facing groups

• 5 years Project Management experience

• Demonstrated cost reduction / revenue generating projects on global basis (desired)

• Strong verbal and written communications skills

• Ability to set strategy, manage projects and lead within a matrix environment

• Ability to work in a fast-paced, dynamic, and global environment.

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 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% 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.