The Product Support Associate M / F is the primary point of contact for customers requiring assistance with Cepheid products.
As a member of the Tier 1 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the critical first link in Cepheid’s Customer Care experience.
You will be based in our office in Geel (Belgium) or in UK (High Wycombe) and combine this with remote work from your home office.
In this role, you will have the opportunity to :
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
Performs additional tasks as assigned by the Technical Support Manager or Supervisor
Required skills :
High School degree (or equivalent experience) with 2-4 years of related work experience.
Fluent Dutch and English (written and oral) is required (additional languages would be an advantage German, French, Italian, Polish, Russian, 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) is 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
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win.
As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.
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.
If you’ve ever wondered what’s within you, there’s no better time to find out.