SENIOR REGIONAL SERVICE MANAGER

Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Cepheid, one of Danaher's (https://danaher.
om/our-businesses) 15+ operating companies, our work saves livesuand we're all united by a shared commitment to innovate for tangible impact.
You'll thrive in a culture of belonging where you and your unique viewpoint matter.
And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.
At Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests.
As a member of our team, you'll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Our mission drives us to develop groundbreaking solutions for the world's most complex health challenges.
Together, we bring MORE change to the world.
Learn about the Danaher Business System (https://www.
anaher.
om/how-we-work/danaher-business-system) which makes everything possible.
The Senior Regional Service Manager is responsible for managing Field Service Operations where Cepheid operates directly, commercially and for service provision (Customers being end-users of the Cepheid Diagnostics Solution) and Customer Care Operations in territories where Cepheid operates indirectly commercially and for service (Customer being distributors of the Cepheid product managing the service of end-users).
This position reports to the Senior Director Applications & Service Europe and is part of the Customer Care EMEA organization, and working remotely to cover France, Italy and Iberia.
In this role, you will have the opportunity to.
+ Oversee Field Service Operations by enforcing quality systems, ensuring accurate and timely reporting, optimizing geographical coverage, and aligning activities with country strategies and customer needs.
+ Equip and support Field Service Engineers with necessary tools, training, and procedures with ensuring safety, service level compliance, and effective communication with internal teams and distributors.
+ Drive continuous improvement and innovation through cross-functional collaboration, proactive issue resolution, use of DBS tools, and participation in regional improvement and escalation processes.
+ Serve as the primary contact for Customer Care in the region, collaborating with regional and country commercial teams to align service strategies and identity customer needs.
+ Drive customer service growth by defining value-based offerings, communicating service proposals, and developing long-term relationships with key accounts.
+ Enhance customer satisfaction and loyalty by focusing on the voice of the customer, aligning business goals, and managing field service operations performance and budgets.
+ Lead the development of Field Service Engineers by hiring, coaching, setting and tracking performance goals, encouraging feedback and idea generation, promoting continuous improvement, and creating personalized development plans to enhance engagement and team cohesion.
The essential requirements of the job include.
+ Bachelor's degree with 9+ years of experience OR Master's degree with 7+ years of experience + Relevant Field Service experience, experience in management in large remote employee-based territory + Experience in Life Science or knowledge of laboratory workflow appreciated.
+ Fluency in English and French, Spanish or Italian preferred Travel, Motor Vehicle Record & Physical/Environment Requirements.
+ Ability to travel in the region (France, Italy, Iberia) as per needs + Must have a valid driver's license with an acceptable driving record 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 Danaher Benefits Info (https://leplb.
point.
light.
om/ah-angular-afirst-web/#/web/danaher/cp/preauth-home).
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.
#LI-EB1 Dans ce rôle, vous aurez l'opportunité de.
+ Superviser les opérations de service sur le terrain en appliquant des systèmes qualité, en garantissant des rapports précis et ponctuels, en optimisant la couverture géographique et en alignant les activités avec les stratégies pays et les besoins des clients.
+ Fournir aux ingénieurs de service sur le terrain les outils, formations et procédures nécessaires pour garantir la sécurité, la conformité au niveau de service et une communication efficace avec les équipes internes et les distributeurs.
+ Favoriser l'amélioration continue et l'innovation grâce à la collaboration interfonctionnelle, la résolution proactive des problèmes, l'utilisation d'outils DBS et la participation aux processus d'amélioration et d'escalade régionaux.
+ Servir d'interlocuteur principal pour le service client dans la région, en collaboration avec les équipes commerciales régionales et nationales afin d'aligner les stratégies de service et d'identifier les besoins des clients.
+ Stimuler la croissance du service client en définissant des offres à valeur ajoutée, en communiquant des propositions de service et en développant des relations à long terme avec les principaux comptes.
+ Améliorer la satisfaction et la fidélisation des clients en se concentrant sur la voix du client, en alignant les objectifs commerciaux et en gérant la performance et les budgets des opérations de service sur le terrain.
+ Diriger le développement des ingénieurs de service sur le terrain par le recrutement, le coaching, la définition et le suivi des objectifs de performance, en encourageant le feedback et la génération d'idées, en promouvant l'amélioration continue, et en créant des plans de développement personnalisés pour renforcer l'engagement et la cohésion d'équipe.
Les exigences essentielles du poste incluent.
+ Diplôme de licence avec 9+ années d'expérience OU diplôme de master avec 7+ années d'expérience + Expérience pertinente en service sur le terrain, expérience en gestion dans un grand territoire d'employés à distance + Expérience dans les sciences de la vie ou connaissance des flux de travail de laboratoire appréciée Déplacements, permis de conduire et exigences physiques/environnementales.
+ Capacité à voyager dans la région (France, Italie, Ibérie) selon les besoins + Doit posséder un permis de conduire valide avec un dossier de conduite acceptable 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.
anaher.
om.
Operating Company.
Cepheid