Director, Customer Care Sales

Tulsa, OK, United States

Danaher Corporation Director, Customer Care Sales in New York , New York 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. Learn about the Danaher Business System which makes everything possible.

The Director of Customer Care Sales is responsible for delivering high quality, high value service to Cepheid’s customers across the US.

As our business continues to rapidly grow and diversify into new market segments, the Director of Customer Care Sales will lead and deliver service sales, marketing, the future on-site Customer Experience through Field Service excellence within this increasing complex environment.

In this role, you will have the opportunity to:

Oversee service sales and marketing while providing accurate forecast for current and future sales initiatives.

Design, develop and execute market research and other voice of customer (VOC) programs to understand market trends & opportunities and propose regional and digital strategies for effectively and efficiently servicing the customer.

HVS

Develop service and customer care understanding of different customer expectations in alt site market segment.

Apply understanding of customer needs against new service product ideas and work with regional teams to develop and define support strategies, costings, and support revenue for new product introductions.

Manage key projects of new service & support product launches, and lifecycle product support to ensure organizational awareness and uptake. Be the liaison for Regional Customer Care team with Global Enablement, CDT&R and other key stakeholder teams, owning Action Plan items and facilitating discussion to meet needs. Set and meet awareness, NPS, NES, adoption, and win-rate KPIs.

Accountable for regional business forecast of supply, demand, and return of modules and parts into Supply Chain ensure that delivery/return and cost structures meet strategic imperatives.

Assess competitive activities including market dynamics, competitor products, and competitive marketing strategies, and work with the multi-functional team to develop responses and new support products.

Work with regional service managers (US/CA) and service leadership to set and maintain pricing, deliver profit margin expansion for product portfolio, and leads local price erosion/gain analysis as required.

The essential requirements of the job include :

Bachelor’s degree with 14+ years of experience OR Master’s/Doctoral degree with 12+ years of experience

4+ years’ experience, at the director level or higher, managing field service or services organizations.

Have a good working knowledge of ERP & Microsoft software (for example SAP, Excel, Word, MS Teams)

Skilled at data aggregation, trend analysis, and other operational reporting.

Strong collaborations skills, able to achieve success by leading teamwork across the organization.

Must be able to speak and write in English fluently.

Other: Domestic / International travel 30-50% or as required for essential meetings.

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.

At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.

The salary range for this role is $132,000-$200,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.

The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.

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