Vice President of Customer Care, Apac

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.

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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