Global Product Support Technical Project Manager

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Company: Cepheid
Location: Sunnyvale, CA

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  • POSITION SUMMARY:

Global Product Support is a function of the Enablement team within the Customer Care organization at Cepheid. The primary mission of Global Product Support is enablement and support the Regional Customer Care teams (Americas, EMEA, APAC).
The Global Product Support (GPS) Technical Project Manager is responsible for the overall coordination, implementation and completion of Global Product Support projects ensuring commitments and goals are met by project members.

ESSENTIAL JOB RESPONSIBILITIES:

  • Leads the definition of project scope, goals, deliverables and progress/ toll gate reviews
  • Assists with implementation, execution and monitoring of key deliverables
  • Develops full scale project plans, runs project timelines and tracks deliverables
  • Regularly monitors and reports on progress of projects to all stakeholders including issues and resolutions
  • Participates in cross-functional meetings and works with regional teams to ensure full alignment with stakeholders in projects
  • Partners with stakeholders across Cepheid for cross-functional projects
  • Handles multiple time-sensitive requests and prioritizes appropriately to meet deadlines
  • Leads project funnel and reports to leadership with regular cadence, prioritizing to customer experience and business needs
  • Compiles and analyzes reports, charts, graphs and statistics from multiple source materials
  • Analyzes root cause of Operations issues to identify gaps and lead corrective actions
  • Presents projects, findings and analysis to management and executive levels
  • Drive Continuous Improvement initiative to improve efficiency and operational performance

  • MINIMUM REQUIREMENTS:

Education and Experience (in years):

  • Bachelor’s degree in Engineering or Sciences with 5+ years of related work experience OR
  • Master’s degree in Engineering or Sciences with 3+ years of related work experience OR
  • Doctoral degree in Engineering or Sciences with 0-2 years of related work experience
  • PMP Qualification in Project Management highly preferred

Knowledge and skills:

  • Direct experience in a project management within a Technical Support/ Customer Care/ Service environment
  • Knowledge of project management techniques and tools
  • IVD/ Medical Device experience is preferred
  • Knowledge of microfluidics and optics with applications to PCR related products highly preferred
  • Effective interpersonal skills (written & verbal)
  • Ability to function in a high-paced, metric-based environment
  • Ability to work independently as well as coordinate with cross-functional teams
  • Strong analytical skills with the ability to collect, prioritize, analyze and disseminate significant amounts of information with attention to detail and accuracy
  • Teammate with excellent interpersonal skills, ambitious, upbeat, “can-do” attitude
  • Proficient in MS Project, Office, and Outlook
  • Experience with ERP and CRM systems (SAP & Salesforce preferred)
  • Occasional work during non-business hours to support global teams

Physical requirements/abilities:

  • Work in an office environment
  • Attend meetings in different buildings within the campus
  • 10-20% travel

PREFERRED REQUIREMENTS:

  • PMP Qualification in Project Management

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.