Senior Director, Global Customer Care Enablement
Company: Cepheid
Location: Sunnyvale, CA
Posted on: October 9, 2019
Job Description:
Lead a global team of various support functions, including
product support, process improvement, analytics, training and escalation to enable front-line service and support teams
worldwide to provide better customer experience; Use the tools and methods of Danaher Business System (DBS) to solve
problems and implement process improvements in the global service and support organization to achieve key
business objectives with DBS fundamentals that incorporate Voice of Customer, Value Stream Mapping, Standard
Work, Transactional Process Improvement, Kaizen, 5S, Problem Solving Process, and Visual & Daily Management;
Establish and maintain the monthly KPI bowler system for Global Customer Care teams; Design and develop a global
product launch and sustainment strategy with regional implementation to meet the unique customer needs from different
regions and support business expansion in direct and indirect markets; Partner with regional customer care teams,
including field service, hotline phone support, service coordination and repair centers in Americas, EMEA and
APAC to drive team efficiency and improve customer experience; Service and support liaison to provide product life
cycle management; Drive cross functional collaboration to improve global escalation process, maintain
organization-level visibility of the critical customer issues
and implement action plans with sense of urgency; Extrapolate key
insights from voice of customer programs and lead enablement projects to increase customer retention; Collaborate
with Engineering, Manufacturing, Supply Chain and Quality to improve product quality and customer experience;
Design and develop global technical training programs to build up the technical proficiency of the front-line service
and support teams; Oversee a change control steering committee for process, SOP, and IT enhancements with the Global
Customer Care management team; Drive engagement and performance management of the Global Customer
Care Enablement team create performance objectives and development plans for the team members; Customer
Care liaison to work with Cepheid Quality and Regulatory teams and ensure compliance with internal and
external audits. Position requires frequent travel to various sites both
internationally and within the United States, including Cepheid headquarters. Approximately 50% travel required. Telecommuting
position. Education and Experience Requirements: Master's degree in Business Administration, Finance or related
(willing to accept foreign education equivalent) plus five (5) years of experience in global service and support
organizations in diagnostics industry. OR Bachelor's degree in Business Administration, Finance or related
field (willing to accept foreign education equivalent) and seven (7) years of experience as Product Support in Global
Service and Support Organizations in diagnostics industry. Skills Set Required: Experience must include: Two (2) years of experience applying
Daily and Visual management, 5S, Target Process Improvement, and other process improvement tools to drive
improvements in global service and support organizations; Two (2) years of experience in leading and
managing customer facing support teams; Two (2) years of experience in working in the global diagnostic or medical device
field; One (1) year of experience in managing and facilitating Voice of the Customer programs involving continuous
customer satisfaction survey programs, including Net Promoter Score. Interested applicants should send their resume to Melissa
Emerling at cepimmigration@cepheid.com with reference to job title.
Keywords: Cepheid, Modesto , Senior Director, Global Customer Care Enablement, Manufacturing , Sunnyvale, CA, California
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