At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting.
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The Technical Support Specialist Tier 2 is responsible for providing advanced product support to customers requiring assistance with assays sold and distributed by Cepheid. As a member of the Tier 2 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience.
This position is part of the Customer Care department, and I is a remote position, based in Brazil. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.
In this role, essential responsibilities:
- Engage customers to collect and compile detailed information, conduct advanced data analysis and troubleshooting, understanding customer sample collection, processing and laboratory practices;
- Investigate, resolve advanced customer complaints and contribute to quality compliance through accurate and concise case documentation
- Maintain product knowledge and support continuous improvement efforts;
- Represent Technical Support on projects and operational teams, communicating findings back to Technical Support
- Performs additional tasks as assigned by the Technical Support Manager or Supervisor
The essential requirements of the job include:
- Bachelor’s Degree in Biological / Clinical Laboratory Science with minimum 2 years of relevant clinical or research experience in Biology, Virology, Microbiology or experience working in Life Science / Medical Device Industry (or equivalent) OR Master’s Degree with 0-2 Years related work experience.
Fluent English (written and oral) is required, with excellent written and verbal communication skills;Laboratory or Technical Support Experience in one or more of the following:- PCR and Microbiology, Molecular Biology Oncology or Virology
- Patient sample collection practices and workflow
- Sample preparation practices and methodologies
- Laboratory analytical diagnostic equipment, medical devices and software;
- Customer oriented – understands customer expectations and empathizes with customer & patient needs
- Works independently in a structured manner with the ability to prioritize critical tasks.
It would be a plus if you also possess previous experience in:
- Related work experience in a customer service, technical support, service, or product support role;
- Familiarity with SalesForce.com (or similar CRM System).
At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.
We offer comprehensive package of benefits. This job is also eligible for bonus/incentive pay.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
