Manager, Technical Customer Support
Há 4 dias
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 team
Use workforce management tools to create staffing schedules
Monitor Contact Center queues and staffing levels on a real-time basis
Ensure team schedule adherence and monitor overall team productivity
Ensure key performance indicators including Live Rate, Response and Resolution Times are met
Work directly with customers as needed to resolve escalated complaints & survey feedback
Coordinate the review of customer complaints ensuring accuracy and compliance
Initiate and deliver programs and projects to improve team productivity and customer satisfaction
Work cross-functionally with Cepheid departments including Sales, Service and Quality
Maintain a high level of expertise and technical proficiency with Cepheid products
Ensure team adherence to Quality Management System procedures
Meet with team and associates on a regular basis to provide coaching and performance feedback
Implement 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 projects
Customer focused and action-oriented - Generates a sense of urgency to support customers
Able to motivate a team and encourage them to seek out process improvements
Engage others in assessing and responding to the impact of change
Ability to multitask, prioritize the critical few and delegate work appropriately
Excellent verbal and written communication skills
Fluent 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 holidays
May include extended computer and telephone work involving repetitive arm/wrist motions
Requires occasional overnight travel
**PREFERRED REQUIREMENTS (optional)**:
Contact center, technical support or customer service supervisory experience is preferred
Laboratory and/or engineering experience is preferred
Experience working in a regulated environment (FDA/ISO) is a plus
The 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.
-
Technical Customer Support Manager
Há 12 horas
Sao Paulo, Brasil Gurtam Tempo inteiroWe are looking for an enthusiastic I**mplementation Manager** to contribute to partners’ development and technical support, meeting their needs and customer service in Latin America. You will work in a fast-paced team-minded environment that rewards results, resourcefulness and initiative. The employment is possible only **remotely **with...
-
Vaga de Manager, Technical Support
3 semanas atrás
São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiroCompany OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...
-
Platform Technical Account Manager
6 meses atrás
Sao Paulo, Brasil Red Hat Software Tempo inteiroAbout the job: The Red Hat Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager preferably in Sao Paulo, Brazil. In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for the Red Hat Infrastructure and...
-
Technical Account Manager
7 meses atrás
Sao Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiroExperience scripting or coding - Experience communicating effectively with senior leadership Are you someone that can make a huge impact on Amazon's ability to support our business growth? Are you equally comfortable digging in to business and technical issues as drilling into metrics to solve a customer problem? Then this is the position for you. We are...
-
Manager, Customer Technical Services
Há 2 dias
Sao Paulo, Brasil Mastercard Tempo inteiroOur Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...
-
Technical Support Specialist
Há 1 mês
Sao Paulo, Brasil Randox Tempo inteiroTechnical Support Specialist – Brazil (Job Ref: 25I/TSSB)Randox is welcoming applications for the position of Technical Support Specialist to provide technical and applications support for all Randox Reagent and Quality control material, RX Systems and Biochip products for our customers in Brazil. This is a full-time, permanent role that will require...
-
Openshift Technical Account Manager
Há 12 horas
Sao Paulo, Brasil redhat Tempo inteiro**About the job**:Work closely with customers to gain an understanding of their IT infrastructures, internal processes, and business needs and help identify relevant trends throughout the industry. The Red Hat Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as an OpenShift Technical Account Manager preferably...
-
Technical Account Manager
2 semanas atrás
São Paulo, Brasil Amazon Servicos de Varejo do Brasil Ltda. Tempo inteiroExperience scripting or coding - Experience communicating effectively with senior leadership Are you someone that can make a huge impact on Amazon's ability to support our business growth? Are you equally comfortable digging in to business and technical issues as drilling into metrics to solve a customer problem? Then this is the position for you. We are...
-
Technical Analyst Support
Há 12 horas
Sao Paulo, Brasil Oracle Tempo inteiroTechnical Analyst Support - Trainee-22000418 **Applicants are required to read, write, and speak the following languages**: English, Portuguese **Preferred Qualifications** **Position Overview**: - Position is for a Trainee Functional-Techno Support Analyst - Knowledge for PL/SQL/Java will be an advantage - English is Mandatory. Spanish is a...
-
Customer Support Specialist
7 meses atrás
Sao Paulo, Brasil Sur Tempo inteiroWe are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent...
-
Technical Support Specialist
Há 4 dias
Sao Paulo, Brasil Cepheid Tempo inteiro**ESSENTIAL JOB RESPONSIBILITIES**: Engage customers to collect and compile detailed information about customer complaints Conduct advanced data analysis and troubleshooting, understanding customer sample collection, processing and laboratory practices Investigate and resolve advanced customer complaints Document complaints and resulting investigations in...
-
Senior Openshift Technical Account Manager
7 meses atrás
Sao Paulo, Brasil Red Hat Software Tempo inteiroAbout the job: Red Hat's Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as an OpenShift Technical Account Manager in Brazil. In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for the Red Hat OpenShift Container Platform to meet...
-
Technical Account Manager
7 meses atrás
Sao Paulo, Brasil Meta Tempo inteiroBusiness Support Engineering (BSE) team’s mission is to deliver value for customers by providing strategic, personalized, and proactive technical support across Meta product priorities.BSE is building a world-class enterprise support organization focused on the success of businesses leveraging our suite of Meta products. We strive to deliver service...
-
Customer Support Specialist
7 meses atrás
Sao Paulo, Brasil LeanIX Jobs Tempo inteiroLeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management. We are looking for a Customer Support Specialist, based in our Sao Paulo, Brazil who will help evaluate and...
-
Global Technical Sales Manager
Há 12 horas
Sao Paulo, Brasil CPM Holdings, Inc. Tempo inteiroCrown Iron is the world leader in oil seed extraction technology, refining plants, and equipment serving global customers from its locations in the Americas, Europe, and Asia. Our passion to deliver superior quality, superior-value processing systems and technologies made us a preferred partner to the agricultural industry and beyond. **_ JOB...
-
Vaga de Bid Technical Manager
2 meses atrás
São Paulo, Brasil Catho Online Ltda. - BR - Manager Tempo inteiroAt Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80,000 colleagues lead the way to greener and smarter mobility...
-
Technical Support Representative
7 meses atrás
Sao Paulo, Brasil Jitterbit Tempo inteiro**Company Description** Jitterbit empowers business transformation by automating critical business processes for faster, more informed decision-making. Jitterbit is the only provider to seamlessly combine and simplify the power of integration, APIM, and no-code app creation to amplify the value of your tech stack and speed up your digital journey....
-
Technical Support Analyst
3 meses atrás
São Paulo, SP, Brasil Cepheid Tempo inteiro**ESSENTIAL JOB RESPONSIBILITIES**: - ** Collaboration and Continuous Improvement**: Collaborate with Field Service, Sales, Marketing, and Quality Assurance teams to support continuous improvement efforts and deliver the best customer experience. Maintain product knowledge, support continuous improvement efforts, and represent Technical Support on projects...
-
Middleware Technical Account Manager
7 meses atrás
Sao Paulo, Brasil Red Hat Software Tempo inteiroAbout the job: The Red Hat services team is looking for an experienced software engineer to join us as a Red Hat Middleware technical account manager in Brasilia. In this role, you will provide architectural guidance and implementation consulting to customers for the Red Hat Middleware solutions portfolio. You will act proactively, with a critical eye on...
-
Customer Support Specialist
7 meses atrás
Sao Paulo, Brasil SAP Tempo inteiro**We help the world run better** We are looking for a Customer Support Specialist, based in our Sao Paulo, Brazil who will help evaluate and support customer‘s request to support. As part of the global Customer Success organization, you will play a critical role in the company’s current and future success as your primary goal will be to analyze and...