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 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.