Supervisor, Technical Support India in Nationwide India at Cepheid

Date Posted: 2/8/2018

Job Snapshot

Job Description

Job ID: CEP000424

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

The Technical Support Supervisor is responsible for supervising a team that provides technical support for Cepheid products.  They are to take responsibility for the daily operational performance of the team and individuals within it to meet productivity and support standards.


Regular working hours: M- F, Day Shift.


ESSENTIAL JOB RESPONSIBILITIES:


  • Supervise the day-to-day planning, operation, and problem-solving of the team.

  • Assist in proper scheduling and coverage planning.

  • Supervise the training levels within the team in order to optimize productivity and quality standards.

  • Document all support activities into the complaints management system.

  • Participate in the recruitment, selection, and onboarding process for new hires.

  • Ensure that staff complies with the policies and procedures.

  • Communicate the dissemination of information from Management to team and vice versa


  • Follows procedures set forth in ISO regulations and QSR for medical device.

  • Escalates complaints to Global Product support teams as necessary or as defined in the process.

  • Responsible for managing customer and account escalations.

  • Assist in or provide guidance in the technical escalation of cases.

  • Manages technical communications with global support teams.


  • Review Aging cases and follow up as needed.


  • Scheduling Escalation (Review) prior to reaching Upper level management


  • Review Call Recording and quality control of calls.

  • Adheres to team performance metrics and drives for achieving the established goals.

  • Performs additional tasks as assigned by the Technical Support Manager

  • Able to generate and monitor KPIs for the region.



MINIMUM REQUIREMENTS:

 

Education or Experience 



  • B.S. or M.S. in Science or Clinical Laboratory Science with 7-8 years of industry experience.


  • 7+ years’ experience in customer service and support industry.


  • 4+ years’ experience in a previous Supervisor or Manager role.


  • Experience working in a regulated environment (FDA/ISO).


  • Experience working in a Technical Support role.



 

Knowledge and skills: 



  • Knowledge of molecular diagnostics.


  • Knowledge of microfluidics, and optics and its applications to PCR related products is highly desirable

  • Ability to maintain operational effectiveness in a pressurized environment

  • Salesforce Service Cloud experience preferred Or proficient in using a CRM application.

  • Must be familiar with using an electronic Complaints Management System.

  • Knowledge of clinical laboratory instrumentation and systems is required

  • Ability to organize and prioritize critical tasks.

  • Ability to proactively analyze situations and propose appropriate actions.

  • Must have excellent communication, teamwork, and troubleshooting skills

  • Advanced knowledge in MS Excel and Word.

  • Thrives in dynamic, fast-paced, and constantly changing environment.

  • Self-motivated, organized, and with strong attention to detail.


Travel:

5-10%

Job Requirements



Qualifications

See Description

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.