DirecciónAt Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges.
Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings.
As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting.
Learn about the Danaher Business System which makes everything possible.
The Customer Service Manager DACH is responsible managing and developing an efficient and high performing Customer Service team for DACH region : Germany, Austria, and Switzerland to support the EMEA Commercial Team to reach and overachieve their strategic, operational and revenue goals
This position is part of the Customer Service department and will be located in Barcelona as a Hybrid role. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.
In this role, you will have the opportunity to :
Maintain and enhance customer satisfaction by developing and fostering a successful team with a customer centric attitude, high engagement, and active participation.
Motivate associates to ensure optimal alignment and performance.
- Ensure effective hiring, onboarding, training, and development of the employees, aligned with effective performance management of associates.
- Communicate effectively and partner with the DACH General Managers and Sales teams to enhance the quality of our service, support sales activities and drive process improvements
- Create solutions, develop strategies, and best practices to optimize the Customer Service team and share knowledge and collaborate across the EMEA region.
- Drive improvements through Visual Daily Management in quality, productivity, turn-around-time related to order management, complaints management, invoice management and OTD (On-time Delivery).
Utilize in-house analytical tool (Celonis) to provide reports and take pro-active actions where required
- Implement a roadmap for projects and / or changes impacting DACH region and ensure appropriate resource allocation and on-time execution of Customer Service project deliverables.
- Lead continuous improvement of results by leveraging DBS (Danaher Business Systems) or equivalent Lean tools and change management processes.
The essential requirements of the job include :
- High school degree with 8+ years of experience OR Bachelor’s degree with 5+ years of experience in leading a high performing team in a customer facing department such as Customer Service, technical service, technical support
- Fluency in German and English mandatory
- Experience with ERP systems such as SAP and SFDC
- Customer focus and service-oriented mindset
- Process oriented with a continuous improvement & problem solving mindset
- Strong organizational and problems solving skills
- Operating with transparency and humility
It would be a plus if you also possess previous experience in :
- Experience in using Microsoft Excel
- Fluency or working professional level in a third language
- Operated in an international, fast-paced environment
Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives.
Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.
At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.
This position is eligible for a hybrid work arrangement in which you can work part of the time at the Company location identified above and part of the time remotely from your home.
Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.
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When you join us, you’ll also be joining Danaher’s global organization, where 80,000 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.
