Director, Global Product Support

Danaher   •  

Sunnyvale, CA

Industry: Manufacturing & Automotive


11 - 15 years

Posted 35 days ago

About Us

At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we've taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at or follow us on Twitter (@CepheidNews).


Cepheid is recruiting for a Director, Global Product Support. This role will be based in Sunnyvale, CA.


The Director of Global Product Support will lead a team of product support specialists to provide technical support and consulting to regional service and support teams. This individual is a critical member of the global service leadership team and will partner with other functions to develop tools and processes that will enable front line service and support associates and improve customer experience.


  • Lead a team of Global Product Support Specialists and supervisors/managers to provide technical support and consulting to field service, hotline phone support and other service and support teams worldwide
  • Design and develop a global product support and sustainment strategy with regional implementation to meet the unique customer needs from different regions
  • Partner with regional service and support teams, including field service, hotline phone support, service coordination and repair centers in Americas, EMEA and APAC to improve customer experience and drive team efficiency
  • Lead a cross-function team to improve customer and technical escalation process, maintain organization-level visibility of the critical customer issues and drive action plans with sense of urgency
  • Partner with Engineering, Technical Training, Manufacturing, Supply Chain and Quality to improve product quality and customer experience
  • Design and develop product support strategy to enable business expansion in the indirect and distributor markets
  • Lead key initiatives and projects to improve first time call resolution and build up technical capability of the front-line service and support teams
  • Service and support liaison to support product life cycle management
  • Extrapolate insights from voice of customer programs and lead global product support projects to improve customer experience and increase customer retention
  • Direct implementation and maintenance of service and support documentation, procedures and workflows
  • Lead enablement projects to develop and implement tools, e.g., diagnostics test, PM kit and on-site checklist, to improve proactive and reactive troubleshooting efficiency of the front-line Service associates
  • Manage and maintain technical knowledge base, facilitate technical knowledge sharing and exchange across the regions
  • Support internal and external audits, ensure the global service and support operation complies with all the regulatory requirements
  • Drive engagement and performance management of the Global Product Support team, create performance objectives and development plans for the team members
  • Other duties and responsibilities as assigned



  • Bachelor's degree in related field with 14+ years related work experience OR
  • Master's degree in field with 12+ years of related work experience
  • 7+ years managing people


  • Degree in Clinical Laboratory Science, Biomedical Engineering, or other relevant majors with technical aptitude to comprehend scientific and technical content
  • Experience in medical device, clinical laboratory, life science, field service or hotline technical support
  • Comfortable working in a metric-oriented, result-driven and fast-paced organization
  • Experience in driving process improvement successfully in global service and support organizations
  • Seasoned people leader with experience leading and managing groups with over 10 people
  • Demonstrated track record of strong leadership, organizational and communication skills
  • Customer oriented mindset