Manager, Technical Support in Düsseldorf bei Cepheid

At 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.

The Manager, Technical Support is responsible for overseeing the assigned EMEA Technical Support team, including supervising the daily operations, setting and assessing performance goals and ensuring efficient coordination between departments to maintain high customer satisfaction levels. Leading an EMEA Technical Support team presents opportunities for learning, coaching, leading impactful projects, and contributing significantly to the company's innovation and advancement.

This position is part of the Customer Technical Solutions department and will be preferentially located in Germany in Hybrid (Dusseldorf) or Remote. We are also opening the position to other locations in hybrid: Germany, UK, Poland, Spain, Italy, Netherland, Sweden.

At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

In this role, you will have the opportunity to:

• Manage the assigned Technical Support (Tier1 and Tier2) agents/team based in EMEA
• Create and manage key performance indicators, provide reports as needed.
• Personally monitor the handling of critical cases and handle them if required.
• Innovate in creating and improving our standard procedures for the Technical Support department in collaboration with Global Technical Support organizations.
• Cooperate with local Field and Commercial teams to ensure a good cohesion of activities between departments to maintain customer satisfaction.

The essential requirements of the job include:

• High school degree with 8+ years of experience or Bachelor’s degree with 5+ years of experience or Master’s degree with 3+ years of experience in engineering / electronics / automation or IT.
• Relevant experience Laboratory analytical diagnostic equipment, medical devices and software or related to Lab engineering, IT and Networking.
• Customer Service experience preferably in Technical Support.
• Team management experience.
• Fluent English (written and oral) is required.

It would be a plus if you also possess previous experience in:

• Working in regulated environment (FDA/ISO) for 1 year.
• Speaking German, or any additional language would be an advantage (French, Finnish, Italian, Polish, Spanish, Swedish)

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.