Customer Care is a frontline team that ensures our customers success across the world, by delivering a comprehensive set of support services from our Technical Support Centers across the regions to Field Services delivering onsite repair and maintenance for Cepheid systems.
The Global ASP & Indirect Service team is a part of Customer Care managing indirect Channel Partners enablement and program implementation.
The APAC Excellence Manager is a high visibility role in the organization and is part of a worldwide team to implement enablement structure and controls for third party distributors and service providers.
Critical will be the running of a digital partner lifecycle to improve relationships, increase customer experience and drive direct equivalence in APAC indirect channel
ESSENTIAL JOB RESPONSIBILITIES:
1. Enablement: Implementation, functionality, content and structure for management of the PRM lifecycle in SFDC
2. KPIs: Bilateral handoff to Greater India, ANZ, South East Asia service operations teams for SLA sustainment
3. Equivalence: Readiness for potential strategic channel variations and service delivery equivalence with Cepheids direct field
4. Programs: Association to ASP Fees, value proposition opportunities and asset entitlement landscape
TRAINING RESPONSIBILITIES: (REQUIRED)
MINIMUM REQUIREMENTS:
Education or Experience (in years):
Knowledge and skills:
Other: Travel 25% or as required for essential meetings.
Job Location : India, Delhi
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.
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