Manager, Technical Customer Support

The Technical Customer Support Manager manages the daily activities of the Tier 1 Technical Support Team, ensuring the successful delivery of the first step in the Customer Care journey. Through effective hiring, training, and mentoring of Associates, The Technical Customer Support Manager drives successful troubleshooting, escalation and resolution of inquiries reported by customers requiring assistance with Cepheid Xpert® Assays, GeneXpert® Systems and Software.**ESSENTIAL JOB RESPONSIBILITIES**:Establish clear goals, expectations and direction for the teamUse workforce management tools to create staffing schedulesMonitor Contact Center queues and staffing levels on a real-time basisEnsure team schedule adherence and monitor overall team productivityEnsure key performance indicators including Live Rate, Response and Resolution Times are metWork directly with customers as needed to resolve escalated complaints & survey feedbackCoordinate the review of customer complaints ensuring accuracy and complianceInitiate and deliver programs and projects to improve team productivity and customer satisfactionWork cross-functionally with Cepheid departments including Sales, Service and QualityMaintain a high level of expertise and technical proficiency with Cepheid productsEnsure team adherence to Quality Management System proceduresMeet with team and associates on a regular basis to provide coaching and performance feedbackImplement corrective action plans when necessary**MINIMUM REQUIREMENTS**:**Education or Experience (in years)**:Bachelor’s degree in field with 5+ years of related work experience OR Master’s degree in field with 3+ years of related work experience OR Doctoral degree in field with 0-2 years of related work experience.**Knowledge and skills**:Ability to lead people, tasks and projectsCustomer focused and action-oriented - Generates a sense of urgency to support customersAble to motivate a team and encourage them to seek out process improvementsEngage others in assessing and responding to the impact of changeAbility to multitask, prioritize the critical few and delegate work appropriatelyExcellent verbal and written communication skillsFluent English required (additional languages a plus - French, Spanish, Portuguese)Proficient in MS Office**Other**:Available to support teams doing shift-work including evenings, weekends and holidaysMay include extended computer and telephone work involving repetitive arm/wrist motionsRequires occasional overnight travel**PREFERRED REQUIREMENTS (optional)**:Contact center, technical support or customer service supervisory experience is preferredLaboratory and/or engineering experience is preferredExperience working in a regulated environment (FDA/ISO) is a plusThe 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.When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.