OBS! Ansökningsperioden för denna annonsen har
CareDx is seeking a highly motivated head of Customer Service and Training. The ideal candidate has deep understanding of NGS technologies including hybrid capture and multiplex PCR technologies and HLA typing, customer processes and is excited to bring new innovations to transplant patient care. A record of accomplishments in HLA, laboratory processes, and ability for practical problem solving in team environments is essential for success in this role. This position is based in Stockholm, Sweden.
The role is within the commercial organization, reporting directly to VP, Global Lab Products, with a broad CareDx team to support your success, including Research & Development, Marketing, Business Development, Regulatory and Finance.
Responsibilities include but not necessarily limited to:
Build a strong customer relationship management operation to ensure resolution of technical issues for both new and existing customers
Run seamless day-to-day support and operations with a focus on metrics that ensures the highest levels of customer satisfaction and retention
Manage and monitor daily assignments through designated global technical support team (SMEs and field personnel) and Zendesk platform
Create and lead internal training programs to educate field and distributors for upcoming feature improvements and new product use
Define and implement specific technical support escalation pathways for each of CareDx’s lab products
Develop and nurture highly effective collaborative relationships across CareDx’s commercial, R&D, and operational teams to deliver a world class support experience.
Build and grow a high-performance global team through effective leadership and coaching and development
Design and meet core KPIs such as time to first response time, time to solve issue, and Customer Net Promoter Score
Owner of Zendesk platform as our primary ticketing, regulatory and data collection platform
Create data-driven systems based on Zendesk to enable CareDx to have early views of customer trends for new product features, trouble hotspots, and opportunities for improvement
Develop support packages that serve the needs of CareDx’s most sophisticated customers
Preparation and review of laboratory protocols and procedures as necessary. This includes the thorough review and all content and approval for manufacturing checklists.
Skills, Knowledge, Experience & Qualifications (Minimum requirement)
Passion for improving transplant patient outcomes through application of new technology
Experience with care pathways in transplantation
B.A. required; experience in HLA, molecular biology, and clinical research preferred;
10+ years industry experience
Experience with CareDx product portfolio, including AlloSeq cfDNA, AlloSeq HCT, AlloSeq Tx, QTYPE, Olerup SBT and Olerup SSP
Strong innovation mindset, analytical skills, excellent oral, written communication skills and experience effectively communicating project/program mission and objectives.
Solid operational discipline to run and improve the day-to-day operations seamlessly with strong focus on metrics
Expertise managing escalations for high severity customer issues
Experience in establishing strong, collaborative working relationships with internal stakeholder functions (e.g. Business Development, Marketing, Regulatory, R&D) and external customers
Results oriented – has track record for delivering results, takes ownership and is accountable
Strong initiative, creativity, independence, sense of urgency, self-motivation, and time management skills
Comfortable presenting to and partnering with world-class collaborators to solve complex clinical challenges
A desire to work in a high growth and results-oriented team environment
Unrelenting intellectual curiosity
Travel may be required, both domestically and internationally, up to 50%
Travel will be required throughout the year, to attend national and international conferences, and to visit customer laboratories for training activities and trouble shooting customer issues.
An employee in this position may work in an environment, or visits facilities, in which safety, environmental and health concerns may demand constant attention. Adherence to the Corporate and/or Plant policies, rules, and regulations in these areas is required.
An important aspect of CareDx’s culture is that we are passionate about what we do and we are all willing roll up our sleeves to get the job done. We are looking for a staff member who fits that expectation and who will prosper in our culture.