Senior Manager, Customer Care Canada

  • Company:
    Cepheid
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    3 days ago
  • Category:
    Customer Service

POSITION SUMMARY:

The Senior Manager Customer Care in Canada sets the strategy and direction for Customer Care Operations for Cepheid Canada. Managing the Technical Support, Service and Field Applications Team, this position will be responsible for establishing the team and processes for supporting our growing business in Canada. The successful candidate will have experience managing support operations for Life Science or Medical Diagnostic companies, are familiar with setting up support infrastructure, including CRM, Service and Telecom and have a track record of partnering closely with Commercial Leaders. This role is critical to driving successful installation and training for new systems and for troubleshooting, escalation and resolution of inquiries reported by customers requiring assistance with Cepheid Xpert® Assays, GeneXpert® Systems and Software.

At Cepheid, we are passionate about improving health care through faster, more accurate diagnostic tests. As a member of our team, you’ll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us, every moment of every day, as we develop rapid groundbreaking solutions to solve the world’s most complex health challenges. 

Our associates are involved in every stage of molecular diagnostics ­ ­­– from ideation and innovation through development and delivery of life-changing advancements in healthcare-associated infections, sexual health, critical infectious disease, virology and oncology applications. For more details, visit us at www.cepheid.com or follow us on Twitter. (@CepheidNews)

As part of the Danaher family of companies, our work at Cepheid is supported by a global science and technology innovator. In addition to Danaher’s unrivaled leadership training and professional development programs, this relationship also provides expanded career opportunities across industries and brands. Together, we are united by a shared purpose: Helping Realize Life’s Potential.

ESSENTIAL JOB RESPONSIBILITIES:

  • Establish clear goals, expectations and direction for the Canada Customer Care Team
  • Develop support strategies and processes for the Canadian Market
  • Develop resource and staffing projections to meet customer and business requirements
  • Establish metrics and targets to monitor team performance and productivity
  • Champions continuous improvement initiatives
  • Develops strategies to improve overall team productivity
  • Develop programs to improve customer satisfaction
  • Drive cross-functional engagement with sales & service to resolve systemic customer pain points
  • Maintain proficiency with Cepheid products
  • Ensure team adherence to the Cepheid Quality Management System & Case Compliance
  • Meet with management team and associates to provide coaching and performance feedback
  • Implement employee corrective action plans when necessary
  • MINIMUM REQUIREMENTS:

    Education or Experience (in years):

  • Bachelor’s degree with 9+ years of experience OR Master’s degree with 7+ years of experience
  • Prior management experience
  • Knowledge and skills:

  • Fluency in English & French required
  • Contact centre, technical support or customer support management experience
  • Demonstrated ability for developing customer support process and strategies
  • Demonstrated ability to drive cross-functional projects and engagement
  • Customer focused and action-oriented – Generates a sense of urgency to support customers
  • Able to motivate a team and encourage them to seek out process improvements
  • Experience with change management and supporting others to respond to the impact of change
  • Ability to multitask, prioritize the critical few and delegate work appropriately
  • Excellent verbal and written communication & persuasion skills
  • Familiarity with SalesForce.com (or similar CRM/ERP Systems) and associated analytical tools
  • Proficient in MS Office
  • Other:

  • Available to support teams doing shift-work including evenings, weekends and holidays
  • May include extended computer and telephone work involving repetitive arm/wrist motions
  • Requires occasional overnight travel
  • PREFERRED REQUIREMENTS (optional):

  • Laboratory and/or engineering experience is preferred
  • Experience working in a regulated environment (FDA/ISO) is preferred
  • The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

    Cepheid is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.