- TeamManagement: Lead and manage the Technical Support (Tier 1 and Tier2) agents/team based in Germany, ensuring smooth operations andhigh-quality supportservices.
- PerformanceManagement: Create and implement key performance indicators (KPIs)to measure team performance. Provide regular reports on teamperformance and identify areas forimprovement.
- Critical CaseHandling: Personally monitor and handle critical cases, ensuringtimely resolution and customersatisfaction.
- ProcessInnovation: Drive innovation and continuous improvement byidentifying opportunities to enhance standard procedures andworkflows within the Technical Support department. Collaborate withGlobal Technical Support organizations to share best practices andimplementimprovements.
- Cross-functionalCollaboration: Collaborate closely with local Field and Commercialteams to ensure effective coordination and alignment of activities,fostering a cohesive working environment and delivering exceptionalcustomersatisfaction.
- EducationalBackground: High school degree with 8+ years of experience orBachelor's degree with 5+ years of experience or Master's degreewith 3+ years of experience in engineering, electronics,automation, or IT.
- TechnicalExpertise: Possess relevant experience in laboratory analyticaldiagnostic equipment, medical devices and software, or related toLab engineering, IT, andNetworking.
- Customer ServiceExperience: Previous experience in providing technical support orcustomer service, preferably in a Technical Supportrole.
- Team Management:Demonstrate experience in effectively managing teams, includingsetting performance goals, providing coaching and feedback, andfostering a collaborative workenvironment.
- Languageproficiency: Fluent in both written and oral German and English,enabling effective communication with customers and internalstakeholders.
- Working inregulated environment (FDA/ISO) for 1year
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Technical Support Manager DACH - Krefeld, Deutschland - Cepheid
Beschreibung
At Cepheid, we are passionate aboutimproving health care through fast, accurate diagnostic mission drives us, every moment of every day, as we developscalable, groundbreaking solutions to solve the world's mostcomplex health challenges. Our associates are involved in everystage of molecular diagnostics, from ideation to development anddelivery of testing advancements that improve patient outcomesacross a range of settings. As a member of our team, you can makean immediate, measurable impact on a global scale, within anenvironment that fosters career growth anddevelopment.
Cepheid is proudto work alongside a community of six fellow Danaher Diagnosticscompanies. Together, we're working at the pace of change ondiagnostic tools that address the world's biggest healthchallenges, driven by knowing that behind every test there is apatient waiting.
The Technical Support Manager DACH (f/m/d) isresponsible for overseeing the assigned Technical Support team,including supervising the daily operations, setting and assessingperformance goals and ensuring efficient coordination betweendepartments to maintain high customer satisfaction levels. Leadinga Technical Support team presents opportunities for learning,coaching, leading impactful projects, and contributingsignificantly to the company's innovation andadvancement.
This position ispart of the Customer Technical Solutions department and will bepreferentially located in Germany in hybrid(Krefeld).
At Cepheid, ourvision is to be the leading provider of seamlessly connecteddiagnosticsolutions.
Keyresponsibilities of the jobinclude:
Theessential requirements of the jobinclude:
Itwould be a plus if you also possess previous experiencein:
AtCepheid we believe in designing a better, more sustainableworkforce. We recognize the benefits of flexible, hybrid workingarrangements for eligible roles and are committed to providingenriching careers, no matter the work arrangement. This position iseligible for a hybrid work arrangement in which you can work partof the time at the Company location identified above and part ofthe time remotely from your home. Additional information about thishybrid work arrangement will be provided by your interview team.Explore the flexibility and challenge that working for Cepheid canprovide.
AtDanaher we bring together science, technology and operationalcapabilities to accelerate the real-life impact of tomorrow'sscience and technology. We partner with customers across the globeto help them solve their most complex challenges, architectingsolutions that bring the power of science to life. Our global teamsare pioneering what's next across Life Sciences, Diagnostics,Biotechnology and beyond. For more information, visit
AtDanaher, we value diversity and the existence of similarities anddifferences, both visible and not, found in our workforce,workplace and throughout the markets we serve. Our associates,customers and shareholders contribute unique and differentperspectives as a result of these diverseattributes.
