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.
Learn about the Danaher Business System which makes everything possible.
The Technical Support Specialist is responsible for providing advanced product support to customers requiring assistance with assays sold and distributed by Cepheid. 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 role is in alignment with DHR Diversity and Inclusion Charter and available to incumbents
This position is part of the Tier 2 Technical Support Team and will be remote. At Cepheid, our ision is to be the leading provider of seamlessly connected diagnostic solutions.
In this role, you will have the opportunity to:
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Engage customers to collect and compile detailed information about customer
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Complaints.
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Conduct advanced data analysis and troubleshooting, understanding customer sample collection, processing and laboratory practices
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Investigate and resolve advanced customer complaints. Interface with Service and Global Product Support to escalate and resolve more complex cases
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Adhere to Quality Management System procedures. Contribute to quality compliance through accurate and concise case documentation in the Complaint Management System.
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Maintain product knowledge and support continuous improvement efforts
The essential requirements of the job include:
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B.S diploma (or equivalent) in Clinical Laboratory Science with multiple years of relevant experience as a Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory or in Technical Support
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Fluent English and Polish (written and oral) is required (additional languages would be an
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advantage – Swedish, Finnish, Norwegian, Dutch, French, Italian, German, Spanish, Portuguese)
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Laboratory or Technical Support Experience in one or more of the following preferred:
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PCR and Microbiology, Molecular Biology Oncology or Virology
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Patient sample collection practices and workflow
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Sample preparation practices and methodologies
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Laboratory analytical diagnostic equipment, medical devices and software
It would be a plus if you also possess previous experience in:
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Familiarity with SalesForce.com (or similar CRM System) a plus
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Able to follow complex procedures and processes
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Thrives in a dynamic and fast-paced environment
Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.
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.
Join our winning team today. Together, we’ll 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.
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.
