Vice President of Customer Care, APAC

2 weeks ago

Singapur, Singapore 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 Vice President of Customer Care, APAC is responsible for providing strategic direction, tactical leadership, and regional operational process improvements to create a sustainable competitive advantage through leveraging our global technical, service and field service resources. APAC represents a diverse user community, from large healthcare facilities in developed markets to rural clinics across emerging markets, some countries being served by direct associates and others through a network of service partners & distributors. As a key leadership position, the role consistently needs to achieve high levels of customer satisfaction and loyalty through operational excellence in all after-market support activities on a regional basis. Continued acceleration of the growth model is paramount, as is the need for close alignment with commercial sales objectives. Equally significant is driving of associate engagement and continued strategic investment in support for emerging and go-direct markets.

This position is part of Global Customer Care and will be located in Singapore. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

Revenue and P&L management Position has responsibility for P&L of the Service Business which has an overall commercial revenue of approximately $300M, and Service revenue of greater than $25M and budget management of $15M.The position is responsible for the Customer installed base with direct responsibility to drive high levels of customer retention, through support and service performance excellence ensuring customer base retention and test portfolio expansion. Strategic growth Develop strategic goals and objectives that meet the needs of customers, drive efficient use of our resources, and are wholly aligned with Commercial strategies, that may differ across the region.Participates globally with key management in creating the organization's overall vision, mission, values, and strategic goals. Operations Position is responsible for all geographic activities related to Technical Support and Coordination, Field Services, Operations and Service sales.Implement appropriate customer support strategies, manage Customer Care employees, and partner with Sales to develop tactical and strategic agreements with customers. Geographic coverage Region is split between direct support utilizing direct associates and Indirect support utilizing a network of Partners and Authorized Service providers (ASP's)Region includes China (dotted line), South Asia (India and Neighboring countries), Southeast Asia/Korea, Japan and Australia/New Zealand. Go to Market Work closely with all countries and Global components to assure the best support based on Danaher level global expansion.Ensure a consistent level of superior customer satisfaction in indirect markets to build a unified and seamless experience for our customers. Global focus Participates globally with key management in creating the organization's overall vision, mission, values, and strategic goals.Active member of Global Customer Care and Global commercial organizations in the development of strategies and goal attainment.

The essential requirements of the job include:

Bachelor's degree plus 20 years' experience, Biology/Medical degree a plus. Must have deep domain experience in customer care functions including technical support and/or field support. Proven experience in supervision and second level management of personnel of groups of > 100 associates Proven experience in customer support role interfacing with senior customer management personnel and other departments Multiple language capability is a strong plus. Knowledge of customer relationships and customer satisfaction methodologies Proven ability to integrate complex business, product, and market related theory into practical and executable strategies, approaches and action plans.

It would be a plus if you also possess previous experience in:

Managing a P&L with revenue greater than $25M Master's/Doctoral degree

Cepheid, a Danaher 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 Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what's next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit

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.

  • Head of Customer Care Team

    2 weeks ago

    Singapur, Singapore OCBC Bank Full time

    Job Description - Head of Customer Care Team (Vice President) (240000QQ) Head of Customer Care Team (Vice President) - ( 240000QQ ) The Head of the Customer Care Team (Consumer Secured Lending) leads to deliver delightful customer experience, promoting customer loyalty and business growth. Key roles and responsibilities include: Design and deliver...

  • Head of Customer Care Team

    3 weeks ago

    Singapur, Singapore OCBC Bank Full time

    Job Description - Head of Customer Care Team (Vice President) (240000QQ) Head of Customer Care Team (Vice President) - ( 240000QQ ) The Head of the Customer Care Team (Consumer Secured Lending) leads to deliver delightful customer experience, promoting customer loyalty and business growth. Key roles and responsibilities include: Design and deliver...

  • Vice President of Customer Care, APAC

    3 weeks ago

    Singapur, Singapore 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...

  • Vice President, Customer Success APAC

    1 month ago

    Singapur, Singapore Anaplan Full time

    Anaplan. As the engine behind back-office system connectivity, you might not recognize our name, but our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, and Bayer are just a few of the 2,000+ companies that rely on our best-in-class platform and its native AI capabilities to see, plan, and lead their businesses. By...

  • Vice President, Customer Success APAC

    2 weeks ago

    Singapur, Singapore Anaplan Full time

    Anaplan is the engine powering the connectivity of back-office systems. Even if our name may not ring a bell, our clientele includes Fortune 50 giants like Coca-Cola, LinkedIn, Adobe, and Bayer, among over 2,000 other companies. They rely on our cutting-edge platform and its built-in AI features to visualize, plan, and guide their operations in real-time....

  • Vice President

    2 weeks ago

    Singapur, Singapore NTT Limited Full time

    Vice President - Head of Consulting (APAC) page is loaded Vice President - Head of Consulting (APAC) Apply locations Kallang, Singapore time type Full time posted on Posted Yesterday job requisition id R-113879 Want to be a part of our team? The main objective of the Vice President, Consulting is to enable and oversee the execution of the consulting...

  • Vice President

    3 weeks ago

    Singapur, Singapore NTT Limited Full time

    Vice President - Head of Consulting (APAC) page is loaded Vice President - Head of Consulting (APAC) Apply locations Kallang, Singapore time type Full time posted on Posted Yesterday job requisition id R-113879 Want to be a part of our team?The main objective of the Vice President, Consulting is to enable and oversee the execution of the consulting services...

  • Vice President

    2 weeks ago

    Singapur, Singapore NTT Limited Full time

    Vice President - Head of Consulting (APAC) page is loaded Vice President - Head of Consulting (APAC) Apply locations Kallang, Singapore time type Full time posted on Posted Yesterday job requisition id R Want to be a part of our team? The main objective of the Vice President, Consulting is to enable and oversee the execution of the consulting services...

  • Vice President

    3 weeks ago

    Singapur, Singapore Applicable Limited Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Vice President

    2 weeks ago

    Singapur, Singapore Applicable Limited Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...

  • Vice President

    1 week ago

    Singapur, Singapore NTT DATA Full time

    Job Description Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT...

  • Vice President

    1 week ago

    Singapur, Singapore NTT Full time

    JOB DESCRIPTION Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at...

  • Vice President

    4 weeks ago

    Singapur, Singapore NTT DATA Full time

    Job Description NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our...

  • Vice President

    1 month ago

    Singapur, Singapore NTT Full time

    JOB DESCRIPTION NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help...

  • Vice President, Professional Services

    2 weeks ago

    Singapur, Singapore Adobe Full time

    Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies...

  • Vice President

    2 weeks ago

    Singapur, Singapore NTT Full time

    JOB DESCRIPTION Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at...

  • Vice President

    2 weeks ago

    Singapur, Singapore NTT DATA Full time

    Job Description Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT...

  • Vice President, Hospitality APAC

    1 month ago

    Singapur, Singapore Amadeus Full time

    Job TitleVice President, Hospitality APACThe Commercial Head, Hospitality APAC is responsible for leading their team in order to maximize sales revenue and meet or exceed corporate set goals. This role will have great communication skills with proven organisational experience and be a key Hospitality representative for all Industry events in the region.This...

  • Senior Vice President, APAC Marketing

    5 days ago

    Singapur, Singapore Brookfield Asset Management Full time

    Job Description About the role The Senior Vice President, Marketing – APAC will be responsible for planning, developing and executing the region’s strategic marketing plan in alignment with business objectives and priorities. The ideal candidate has direct experience working within a global asset management organization and a history of managing...

  • Vice President, Talent Acquisition

    2 weeks ago

    Singapur, Singapore Toll (Asia) Pte Ltd Full time

    We do this to better understand how visitors use our site and to offer you a more personal experience. Please see our Privacy Policy for more information. Vice President, Talent Acquisition & Diversity page is loaded Vice President, Talent Acquisition & Diversity Apply locations Singapore Melbourne Sydney time type Full time posted on Posted Yesterday job...