Regional Service Manager at Cepheid

Customer Care is a frontline team that ensures our customers success across the world, by delivering a comprehensive set of support services from our Support Centers across the regions to Field Services delivering onsite repair and maintenance for Cepheid systems.
The Regional Service Manager will be a key leader of the regional Customer Care team accountable for the regional implementation of policy, operational controls, change management and growth proposition, with external channel partners and stakeholders.
Reporting to the EMEA Indirect leader, the ability to bring our regional channel partner network up to our direct standards of service delivery will be critical to continue to enhance customer experience during accelerated growth.
This job will be based in Johannesburg and will require approximately 25% travel for projects.

ESSENTIAL JOB RESPONSIBILITIES:

• Customer satisfaction advancement through daily management of service operations, including field visits to maximize productivity and capabilities.
• Manage Third Party Authorized Service providers in countries where Cepheid is not directly represented
• Lead the building of channel partner enablement rigor and process, by ensuring policy roll-outs are successful and maintained. Team management will be required.
• Manage key regional strategic GTM initiatives and regional programs, with KPI deliverables adherence.
• People management of direct and indirect reports, in country and remote within region.
• Use continuous Lean, Six Sigma Principles and problem-solving process to bridge the gap between company and end users, with zero tolerance on compliance deviations.
• Work with Regional Business Managers and external distribution partners to identify key service products and startup of programs required by customers, to encourage growth.
• Work with Finance, Channel Partner Excellence and Program Governance teams to improve data, reporting and presentations to external stakeholders like relevant Ministry of Health or funders.
• Strict adherence to the Danaher integrity and compliance policy.

TRAINING RESPONSIBILITIES:

• Complete all assigned and required training satisfactorily and on time
• Ensure your associates attend and complete all required trainings satisfactorily and on time.

MINIMUM REQUIREMENTS:
Education or Experience (in years):

• Bachelor’s degree with 5+ years of related work experience or Master’s degree in field with 3+ years of related work experience.
• Extensive B2B and B2C experience managing leading technology or healthcare channel partners and key customer accounts.
• Go-To-Market experience in transitions and deployment for sales or service.
• Ability to develop relationships, while demonstrating humility and geopolitical awareness.
• Project Management and/or commercial experience will be advantageous.
• Regularly using audit tools & processes to trigger improvements and to sustain.
• Experience working with and presenting to Government and NGO’s will be valuable.
• Involvement with customer facing or service organizations preferred as a manager.
• Strong culture of integrity and compliance will be critically important.

Knowledge and skills:

• Excellent English communicator via remote audio, video, written and in-person.
• Second language mandatory requirement spoken, written - preferred Portuguese.
• Global perspective with experience in a strong international environment
• Experience with Salesforce or SAP. In-depth experience with Microsoft Office required.
• Proven ability to complete job requirements remotely, with minimal supervision.
• Significant experience within a fast-growing, complex solution-based business in a high technology product/service sector;
• Experience in the medical device, healthcare or diagnostics field is a strong advantage
• Experience in dealing with the Public Sector market at National and Provincial level in South Africa
• Experience of providing service/support within the countries in Southern Africa would be an advantage

Other:

• Valid Country-Issued Passport
• Infrequent travel also into EU Schengen region (France) and USA (California) will be expected