Job Title : Service Business Development Manager, APAC Customer Care region
Job Location : Delhi, India
Start Date : H2 2020
Manager : Senior Director, Customer Care APAC
POSITION SUMMARY :
Cepheid offers an excellent career opportunity to join a leading worldwide developer, manufacturer and distributor of in-vitro diagnostics solutions.
Our extensive range of products covers fast, easy testing of some of the world’s most impactful diseases.
Our service business is a fundamental to ensuring that once a warranty expires customers have sufficient maintenance coverage to ensure the safe and reliable operation of their Cepheid GeneXpert systems.
Ensuring the maintenance cover of our customer instrument base in APAC through providing a diverse portfolio of products that address the market need in all geographies will be an essential component of the Service Business Development Manager responsibility.
Close collaboration with regional Cepheid Territory Managers, both Commercial and Customer Care, to develop business will be essential.
Focus will be needed to oversee the revenue targets are achieved, the pipeline is maintained, and profitability of programs is monitored.
ESSENTIAL JOB RESPONSIBILITIES :
Constructs value proposition / perception / branding / offerings for instrument Pre-Sale / Point Of Sale / Post Sale purchasing cycle, Out Of Warranty, Multi-Year, Consumption-based Model.
Uses research, experience and voice of customer to understand unique market needs.
Addresses needs with innovative service programs and products tuned to the market.
Creates and manages an effective compensation strategy to ensure that associates accountable for service sales are compensated on revenue achievement according to channel.
Accountable for revenue achievement, forecasting with the commercial organisation. Manages Opportunity pipeline / funnel. AOP management.
Creates Promotional material, Welcome packs, Promo offers, Pricebook evolution, Refresh of service agreements
Collaborates with Territory Managers. Develops and leads training for regional service sales programs for Territory Managers and other Sales Channels.
Develops and mentors Inside Service Sales teams to achieve solid contract attachment.
Advanced initiatives and lifecycle solutions
Manages KPI for example Warranty Conversion Rate, Contract Attachment Rate, Billable Rate, PM-only, Growth Bridge, Discount Matrix / Workflow
Segmentation strategy : sales channel and / or customer market
Connectivity dollarization strategy
Maintains Install Base accuracy. Communicates with TSC department and local Customer Service teams for their maintenance of their Installed Base accuracy.
Manages Terms and Conditions and relevant contract templates
Support programs for any New Product Introductions (NPI) and ensures service product readiness for the region
Advance initiatives (validation IQOQ, Customer Care Lifecycle cradle to grave)
Strong culture of integrity and compliance will be important
TRAINING RESPONSIBILITIES :
Complete all assigned and required training satisfactorily and on time
MINIMUM REQUIREMENTS :
Education and Experience (in years) :
Bachelor’s degree with 5+ years of experience OR
Master’s degree with 3+ years of experience
Knowledge and skills :
Leadership Is a competent leader, leads by example, with authority. Mentors and develops team to success.
Communication Communicates effectively at all levels of the organization. Expresses ideas clearly and simply both verbally and in writing.
Promotes timely, ongoing flow of information to others. Communicates and listens effectively to develop and maintain key business relationships.
Initiative Ability to work well independently and exercise appropriate judgment under general direction. Ability to take direction from multiple sources and manage conflicting priorities in an effective and efficient manner. Ability to multi-task
Problem Solving Uses rigorous logic to solve problems.
Decision Making Makes timely decisions based on analysis, wisdom, experience and judgment.
Strategic Agility Anticipates future trends and consequences. Finds ways to forward strategic initiatives.
Adaptability Embraces and adapts to change and demonstrates a willingness to learn. Willingness to accept flexible work schedule according to the needs of the organization
Motivating Others Creates motivating environment. Empowers others. Inspires and motivates entire organizations. Assists in building cohesive teams, bringing out the best from peers
Negotiation / Influence Ability to persuade others. Wins concessions without damaging relationships. Ability to be both direct and forceful as well as diplomatic.
Customer Orientation Demonstrates a keen understanding of various customers’ needs
Global / Business Perspective Understanding issues at a region level but also able to see the bigger picture relevant to organization on a global scale.
Risk Taking / Judgment Inner confidence to take risks and learn from experience. Courage to grab opportunities or discontinue non-value added projects.
Office Computer Skills Proficient in Microsoft Office applications (i.e., Word, Excel, PowerPoint, Outlook, etc.), e-mail, web browsers and spreadsheet software.
Demonstrated ability to develop expertise in ERP and CRM systems. Experience with SAP, SalesForce.com preferred.
Languages Command of English language both written and spoken.
Around 20-40% travel for effective execution of projects, additional and international as needed
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
The EEO is the Law poster is available here.