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The Technical Support Manager UK & Nordics (f/m/d) is responsible for overseeing the assigned Technical Support team, including supervising the daily operations, setting and assessing performance goals and ensuring efficient coordination between departments to maintain high customer satisfaction levels. Leading a Technical Support team presents opportunities for learning, coaching, leading impactful projects, and contributing significantly to the company's innovation and advancement.
This position is part of the Customer Technical Solutions department and will be located in the United Kingdom, remote.
At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.
Key responsibilities of the job include:
Team Management: Lead and manage the Technical Support (Tier 1 and Tier 2) agents/team based in Europe, ensuring smooth operations and high-quality support services.
Performance Management: Create and implement key performance indicators (KPIs) to measure team performance. Provide regular reports on team performance and identify areas for improvement.
Critical Case Handling: Personally monitor and handle critical cases, ensuring timely resolution and customer satisfaction.
Process Innovation: Drive innovation and continuous improvement by identifying opportunities to enhance standard procedures and workflows within the Technical Support department. Collaborate with Global Technical Support organizations to share best practices and implement improvements.
Cross-functional Collaboration: Collaborate closely with local Field and Commercial teams to ensure effective coordination and alignment of activities, fostering a cohesive working environment and delivering exceptional customer satisfaction.
The essential requirements of the job include:
Technical Expertise: Possess relevant experience in laboratory analytical diagnostic equipment, medical devices and software, or related to Lab engineering, IT, and Networking.
Customer Service Experience: Previous experience in providing technical support or customer service, preferably in a Technical Support role.
Team Management: Demonstrate experience in effectively managing teams, including setting performance goals, providing coaching and feedback, and fostering a collaborative work environment.
It would be a plus if you also possess previous experience in:
Working in regulated environment (FDA/ISO) for 1 year
At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part of the time at the Company location identified above and part of the time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.
Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit www.danaher.com.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
