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  • Posted: Apr 1, 2021
    Deadline: Not specified
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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.


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    Senior Manager Customer Care Southern Africa

    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:

    • Recruit, retain and develop a high performing and results orientated team.
    • Provides strategic and tactical planning to successfully manage customer care in South Africa and Zimbabwe direct operations
    • Manages 3rd Party Authorised Service providers in Southern Africa countries where Cepheid is not directly represented.
    • Provides technical leadership to the region through solid experience in Science and Service
    • Through solid experience of assay and service issues, supports the local team in prioritisation and escalation of customer issues that cannot be resolved locally
    • Provides local management support and development for the Technical Support team, works closely with EMEA regional Technical Support Managers to ensure team availability to serve the needs across the EMEA region.
    • Collaborates with regional and global teams on projects for new product introduction and process improvement
    • Collaborates closely with the FAS team in RSA to ensure customer experience is consistent, issues are dealt with robustly and technical assay/scientific knowledge remains consistent between teams
    • Develops programs to maximise revenue opportunity achievement through service products
    • Develops and delivers annual budgets and resource plans
    • Ensure service sales goals/forecasting/budget objectives are met through implementation of effective performance objectives, programmes, policies and key messages.
    • Develop and maintain a “best in class” culture, constantly maintaining a mind-set focused on recruiting top talent so that “The Best Team Wins.”
    • Ensure the continuous development of all direct reports and ensure that an active retention plan is in place.
    • Embrace the Danaher and Cepheid core values, and ensure all associates are actively engaged in the achievement of the growth objectives in South Africa.
    • Provide leadership in measuring and improving results through a metrics-driven, continuous improvement culture.
    • Provide leadership to ensure the team achieves established targets and are accountable for key performance objectives in terms of sales, market share and profitability.
    • Ensure that all parts of the Customer Care organization continually strive to increase customer satisfaction.
    • Continuously drive Voice of the Customer (VOC) into all parts of the business to ensure customers’ interests are prominently positioned.
    • Advocates for the customer, product quality and for providing excellent customer solutions.
    • Builds strong brand awareness and preference for Cepheid products;
    • Demonstrates and maintains a strong understanding of the marketplace dynamics including competitive and customer trends, monitoring scientific and related industry trends, working with key stakeholders to identify new opportunities and enhance business ventures;
    • Represent the organization in customer negotiations, trade shows, seminars, conferences and other official occasions

    TRAINING RESPONSIBILITIES: (REQUIRED)

    • 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 9+ years of experience OR
    • Master’s degree with 7+ years of experience

    Knowledge and skills:

    • 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
    • Ability to work collaboratively across the organization including sales, service, technical support, marketing and business management functions.
    • Record of substantial over achievement of goals.
    • Proven record of building a strong organization; ability to manage, mentor and coach team to success
    • Proven successful record in sales leadership and staff management, while functioning in a demanding, action-oriented environment. Must have proven credentials of building and leading a results focused high-performance team;
    • Demonstrated strong strategic and analytical skills as well as solid business acumen
    • Track record in attracting, hiring and retaining the highest quality talent
    • Strong Planning, Time Management, and Financial business acumen
    • Highly developed communication skills and ability to work effectively in global setup
    • Ability to timely make critical decisions

    Method of Application

    Interested and qualified? Go to Cepheid on jobs.danaher.com to apply

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