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Senior Director, Global Customer Care Enablement

Company: Cepheid
Location: Sunnyvale, CA
Posted on: October 9, 2019

Job Description:

Lead a global team of various support functions, including product support, process improvement, analytics, training

and escalation to enable front-line service and support teams worldwide to provide better customer experience; Use

the tools and methods of Danaher Business System (DBS) to solve problems and implement process improvements in

the global service and support organization to achieve key business objectives with DBS fundamentals that

incorporate Voice of Customer, Value Stream Mapping, Standard Work, Transactional Process Improvement, Kaizen,

5S, Problem Solving Process, and Visual & Daily Management; Establish and maintain the monthly KPI bowler system

for Global Customer Care teams; Design and develop a global product launch and sustainment strategy with regional

implementation to meet the unique customer needs from different regions and support business expansion in direct

and indirect markets; Partner with regional customer care teams, including field service, hotline phone support,

service coordination and repair centers in Americas, EMEA and APAC to drive team efficiency and improve customer

experience; Service and support liaison to provide product life cycle management; Drive cross functional collaboration

to improve global escalation process, maintain organization-level visibility of the critical customer issues and

implement action plans with sense of urgency; Extrapolate key insights from voice of customer programs and lead

enablement projects to increase customer retention; Collaborate with Engineering, Manufacturing, Supply Chain and

Quality to improve product quality and customer experience; Design and develop global technical training programs

to build up the technical proficiency of the front-line service and support teams; Oversee a change control steering

committee for process, SOP, and IT enhancements with the Global Customer Care management team; Drive

engagement and performance management of the Global Customer Care Enablement team create performance

objectives and development plans for the team members; Customer Care liaison to work with Cepheid Quality and

Regulatory teams and ensure compliance with internal and external audits.

Position requires frequent travel to various sites both internationally and within the United States, including Cepheid

headquarters. Approximately 50% travel required. Telecommuting position.

Education and Experience Requirements:

Master's degree in Business Administration, Finance or related (willing to accept foreign education equivalent) plus

five (5) years of experience in global service and support organizations in diagnostics industry.


Bachelor's degree in Business Administration, Finance or related field (willing to accept foreign education equivalent)

and seven (7) years of experience as Product Support in Global Service and Support Organizations in diagnostics


Skills Set Required:

Experience must include: Two (2) years of experience applying Daily and Visual management, 5S, Target Process

Improvement, and other process improvement tools to drive improvements in global service and support

organizations; Two (2) years of experience in leading and managing customer facing support teams; Two (2) years of

experience in working in the global diagnostic or medical device field; One (1) year of experience in managing and

facilitating Voice of the Customer programs involving continuous customer satisfaction survey programs, including

Net Promoter Score.

Interested applicants should send their resume to Melissa Emerling at with reference to

job title.

Keywords: Cepheid, Brentwood , Senior Director, Global Customer Care Enablement, Manufacturing , Sunnyvale, CA, California

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