Americas Service Coordination Manager

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 Americas Service Coordination Manager is responsible for managing a team of Service Administrators that support the Americas Service Market. In this role, the Manager will work closely with Technical Support and Field Service Leadership to provide best in class service to our customers.

This position is part of the Technical Support Team and will be located in Brazil, Remote. 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 activities performed by the Service Coordination team that will support Americas (teams based in Brazil and US).
• Manage outbound shipments and monitor all processes of RMA (quantity, quality, and timeline) for the indirect / distributors market to ensure equipment returns for complaint investigation handling.
• Ensure and manage process purchase orders for billable service process, which is related to service calls and preventative maintenance events, process of service contract quotations, and all activities related such as:  setup bill plans, review documentation and process invoices to ensure entitlement does not lapse due to processing.
• Guarantee the Dispatch Field Service Engineers Process, for service calls, and an appropriate and actively communicate with the FSE is being used by the team to confirm all logistics to ensure proper recording and communications.
• Establish and develop KPIs, Daily Management cadence, as part of the leadership activities – DBS Methodology.
• Continuously drive accurate and high-quality results, which align with Cepheid’s high standards for customer care with continuous compliance of SOX and FDA regulations.
• Contribute to and/or lead regional and global projects with the aim of continuous process improvement.

The essential requirements of the job include:

• Bachelor’s degree in areas related to Business Administration, Engineering or Healthcare
• Experience managing a fast-paced Customer Service, Field Service Support or Order Management team in the Medical Device industry, or high volume-manufacturing environment.
• Good working knowledge of MS Office and experience within ERP / CRM systems (SAP, Sales Force and Service Max)
• Experience in metrics related to Technical Service.
• English & Portuguese Fluency (written & spoken) required. Spanish is a plus.

Travel Requirements:

• Occasional overnight travel;
• Valid driver’s license.

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.

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.

Join our winning team today. Together, we’ll 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.

For more information, visit www.danaher.com.

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.