Matthieu Cubells

Experience

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  Institut de Génétique Humaine (UMR 9002 CNRS - Univ. Montpellier)

  Feb 2001 - Sept 2002

  Intership Master's degree

  Working for the Human Nucleus and Centromere laboratory:- Build of a Human Artificial Chromosome- Implementation and optimization of a recombination cloning technique in yeast called TAR-cloning.- Cloning 150 MB of a centromere from a human Christchurch type chromosome 21.

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  Istituto di Genetica Molecolare "Luigi Luca Cavalli Sforza" - CNR

  Jun 2003 - Feb 2011

  mission: study of Human DNA replication. - Analysis of the effects on DNA replication of sequences adjacent to the human origin of replication associated with the Lamin B2 gene- Creation of cassette for cloning by recombinaition in HeLa cells and optimization of this technology.- Dissection of 1.2 kb of the origin of replication and RMCE transfection in HeLa cells, and analysis of replication activity. - Publication: Modular Structure of the Human Lamin B2 Replicator, S. Paixao, IN. Colaluca,M Cubells, et al.; MOLECULAR AND CELLULAR BIOLOGY, Apr. 2004 Show less

  • Post-Doc in Molecular Biology

    Jan 2007 - Feb 2011

  • PHD Student

    Jun 2003 - Dec 2007
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  Quick Restaurant

  Jun 2011 - Aug 2012

  Crew
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  Cepheid Europe

  Sept 2012 - Aug 2024

  Missions: Manage a team of 5 managers and 45 Technical Support agents based in 10 countries in Europe and the Middle East. Coordinate projects and Technical Support escalations with field team managers (application specialist, maintenance engineers, and salespeople) and ensure compliance with ISO and GDPR standards.Achievements:• Successful recruitment and development of skills of the managerial team.• Opening of technical support in Denmark, Finland, Norway, Pakistan, Russia, Sweden and Switzerland and growth of the EMEA Technical Support team from 45 to 60 agents and 4 to 7 managers during the Covid19 crisis demonstrating agility and responsiveness to face this unprecedented context.• Establishment of a customer relations web platform (www.my.cepheid.com)• Success in deploying remote access solutions for customers in the EU (BeyondTrust and Data Privacy Agreement) with the help of the legal and connectivity departments.• Reduction in average complaint resolution time in Europe from 0.5 to 0.3 days.• Improving customer satisfaction: NPS from 82% to 87% and CES from 9.1 to 9.4 thanks to cross functional project teamwork and listening to customer needs. Show less Missions: Manage a team of 11 technical support agents (Tier1 and Tier2) based in Germany, Spain, United Kingdom and United Arab Emirates, coordinate Technical Support actions with Maintenance teams and sales and represent the Support teams to Country Managers . Opening of technical support in Poland in 2019: establishing the requirements, then recruitment and training of two agents.Achievements:• Implementation of 100% working from home during 2 years of the Covid19 pandemic with maintaining team cohesion and customer support reaction times; remote on-boarding, training, and management of new members.• Increase in the productivity of the Technical Support team from 1500 customers queries in Q4 2019 to 3700 in Q4 2021. Show less Missions : Manage a team of 14 technical support agents (Tier1 and Tier2) based in France, coordinate Technical Support actions with Maintenance Services and sales and represent the Support teams to Country Managers.Achievements:• Personal development and team coaching, including growth of 2 Team Leaders and several Seniors Specialists.• Implementation of the Danaher Business System (Lean management): Daily Management and Problem Solving (Toyota A3 method).• Implementation of the customer satisfaction survey (Net Promoter Score). Show less Mission: Hnadling of technical assistance requests, by email and telephone, for the direct market (France, Italy, UK), the Distributors in EU and HBDC customers in MEA, on Cepheid's Diagnostic and Life Science products.- Weekly maintenance of the laboratory and performance of Quality Controls (QCMD, UKNEQAS, Instand).- Monthly reports and trend analyzes on product issues.- In-house demonstration of tests and protocols on laboratory instruments- Internal product referent for several Cepheid product lines including: Affigene reagents& SmartCycler, Xpert Flu Show less

  • Senior Manager Technical Support Europe & Middle East

    Apr 2021 - Aug 2024

  • Manager Technical Support Europe & Middle East

    May 2019 - Apr 2021

  • Manager, France Technical Support

    Apr 2016 - Apr 2019

  • Senior Technical Support Specialist

    Nov 2014 - Mar 2016

  • Technical Support Specialist

    Sept 2012 - Oct 2014
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  CGI

  Oct 2024 - now

  Acting Director Consulting Delivery