Danaher Corporation Product Support Associate in Sunnyvale, California
Danaher Company Description
At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for abetter wayand help make life better for us all! For more details, visit us atwww.cepheid.comor follow us on Twitter (@CepheidNews).
ESSENTIAL JOB RESPONSIBILITIES:
Engage customers to understand the nature of their request and triage critical issues
Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems
Provide basic product information and resolve routine product complaints and inquiries
Document complaints and resulting investigations in the complaint management system
Prepare more complex cases for escalation
Adhere to Quality Management System procedures
Maintain product knowledge and support continuous improvement efforts
Contribute to quality compliance through accurate and concise case documentation
Complete all assigned and required training satisfactorily and on time
Performs additional tasks as assigned by the Technical Support Manager or Supervisor
Education and Experience:
High School diploma (or equivalent) with 2-4 years of experience in a call center/service or product support role OR
AA or Technical Trad Degree with 1-2 years of related work experience
Preferred: Bachelor’s degree in Life Science or with work experience in Biotechnology, Medical Device Industry or Medical Technology (or equivalent)
Knowledge and skills:
Fluent English (written and oral) is required (additional languages would be an advantage – French, Spanish, Portuguese)
Customer oriented – understands customer expectations and can empathize with customer & patient needs
Knowledge and use of commercial computer application packages (MS Office)
Familiarity with SalesForce.com (or similar CRM System) a plus
Able to follow complex procedures and processes
Excellent written and verbal communication skills
Curious & self-motivated with ability to learn a complex technology platform quickly
Proactively analyzes situations and propose appropriate actions
Works independently in a structured manner with the ability to prioritize critical tasks
Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality
Thrives in a dynamic and fast-paced environment
Available to work different shifts, evenings, weekends and holidays as necessary
May include extended computer and telephone work involving repetitive arm/wrist motions
May include occasional overnight travel
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.
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.
Job Function: Customer Support
Primary Location: North America-North America-United States-CA-Sunnyvale
Req ID: CEP004111
Cepheid is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.