National Field Support Manager, Anz

3 weeks ago

Lane Cove, Australia Cepheid Full time

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 National Field Support Manager is responsible for managing field service operations within ANZ, ensuring that team of Field Application Engineers and Field Service Engineers' performance is maintained within the set KPIs and that quality standards are met. This position assumes ownership of high levels of customer satisfaction, team development, growth and service revenue in the region.

The position is part of our Customer Care Team and will be located in either Sydney/Melbourne, Australia, reporting to the Customer Care Director

**In this role, you will have the opportunity to**:
Manage, grow and improve field service operations, including Field Applications and Field Service Engineering, while rigorously respecting Cepheid’s Quality System and processes.

Assist in providing business development operational strategies by analyzing data which include reviewing all vendor relationships/partnerships, defining and determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems and implementing key changes.

Prioritise customer and business objectives to provide clear direction to the Field Service Team, which include ensuring the Field Service team has appropriate knowledge of the corporate vital tools to use and perform their activities; encourage proactive preventive maintenance and modifications, reactive repairs, and installations and de-installations, in a timely, productive, and cost-effective way.

Build strong relationships with both internal and external functional departments and regions, especially with the commercial organization to design attractive service value propositions and identify business opportunities.

Be responsible for achieving Service Revenue target, rationalize potential variations and identify countermeasures as required.

Maximise customer loyalty and satisfaction. Focus on the voice of the customer (VOC). Nurture the NPS framework for measuring the Customer experience.

Maintaining multiple records in an accurate and effective manner for everyone easy access.

The essential requirements of the job include

Tertiary Degree in Biomedical, Biotechnology or Engineering is desirable with 4-6 years of related work experience.

Minimum 2 years experience managing and leading a team.

Proven ability to develop expertise in ERP and CRM systems.

Excellent communication skills and technical presentation skills for group and one-on-one presentations.

Experience in fast-paced/rapidly changing environments.

**It would be a plus if you also possess previous experience in**:
Previous experience managing IVD equipment is an advantage.

**Sleeves Up, Hands-On**: Get involved as an effective hands-on leader to lead by example.

Travel on short notice to support the company's products and field service partners (up to 50% inter-state)

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.

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