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Over a decade ago, Cepheid set the standard for innovation in automated molecular diagnostics with our first system and weve never looked back. And now, even with the largest installed base of any molecular platform, Cepheid is constantly innovating and evolving our capabilities.
The Senior Manager, Customer Care Southern Africa is responsible for management of post sales customer experience in South Africa and neighbouring Southern Africa Countries through providing leadership over the four core functions of Customer Care: Technical Support, Field Service, Technical Service Coordination and the Cepheid regional repair centre based in Johannesburg. Working in a Matrix managed environment the post holder will collaborate closely with the Commercial and HBDC sales organization to ensure Customer Care resources are aligned with the growth trajectory and targets for the regions. For South Africa the post holder will play a key role in the relationship with public health ensuring that Service Levels are maintained through rigorous oversight of key performance indicators. The post holder will work closely with the regional leadership for Technical Support, Field Service, Service Business Development and Service Supply to ensure teams are operating within the global and region framework.
ESSENTIAL JOB RESPONSIBILITIES:
TRAINING RESPONSIBILITIES: (REQUIRED)
MINIMUM REQUIREMENTS:
Education or Experience (in years)
Knowledge and skills:
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