Director, Technical Support Operations

Cepheid - US
Job Location
Sunnyvale, CA 94089
Job Description

The Director of Technical Support Operations will oversee software and telephonic systems for a global technical support organization. Leads efforts to evaluate and implement new systems, partnering with external vendors and internal teams as needed. Coordinates deployment of the same to regional call centers and monitors compliance and effectiveness. Owns analytics functions for global technical support organization, including process monitoring, customer complaint data, and oversight of team members in these functions. Partners with global and regional technical support managers to ensure alignment of practices and consistency of operations. Develops reporting mechanisms to ensure timely, accurate information concerning production performance and field issues.

  • Gathers requirements for new or updated software systems including complaint handling, CRM, telephony, and Knowledge Base
  • Project management of new Technical Support systems initiatives
  • Designs and maintains processes to ensure adequate complaint handling into call tracking systems
  • Partners with Technical Services to develop effective processes and monitoring of the same
  • Produces analytics on routine and as-needed basis concerning group operations and product performance
  • Operates in a matrix environment to ensure alignment of global teams
  • As a leader, this person will select, develop, mentor, and evaluate team members to ensure optimal team performance

  • B.S. Life or Computer Sciences, M.S. or M.E.
  • A minimum of 10 years of related experience
  • Experience authoring Standard Operating Procedures
  • Experience developing and managing customer support systems
  • Proven experience managing a high performing team
  • Experience with leading cross-functional project teams for software and analytics systems
  • Experience with telephony, CRM, and Knowledge Base systems
  • Familiarity with remote monitoring systems for lab instruments
  • Expertise in data analysis, process trending, and other analytics
  • Experience in working with remote-based teams in a matrix organization
  • Advanced proficiency in MS Office applications
  • Demonstrated presentation skills for a diverse audience
  • Able to manage shifting priorities


Apply Here

How to Apply

Patricia Fara writes about childcare funding, and women in science and science history at NPR.

National Institute of Environmental Health Sciences researchers have visualized the career paths of former postdocs.

A new survey from the Pew Research Center finds that half of women working in STEM have experienced gender discrimination at work.

A proposal to tax students' tuition waivers no longer appears in the US tax bill, Vox reports.