Technical Support Analyst - Remote Eligible

Bring More To Life

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Cepheid, one of Danaher's 15+ operating companies, our work saves lives—and we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

At Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests. As a member of our team, you'll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us to develop groundbreaking solutions for the world's most complex health challenges. Together, we bring MORE change to the world.

The Customer Service Analyst is responsible for acting as the primary point of contact for customers requiring assistance with Cepheid products. You will provide product support to internal and external customers via phone, email, and the customer portal, serving as the critical first link in Cepheid's Customer Care experience.

This position reports to the Technical Support Manager and is part of the Tier 1 Technical Support team located in Brazil and will be fully remote.

In this role, you will have the opportunity to:

• Technical Support and Issue Resolution: Act as the first level of Technical Support, providing product support to internal and external customers via phone and email. Identify and resolve basic product issues using data collection, troubleshooting, and remote connections to customer systems. Intake, triage, and escalating more complex scenarios to the System Support Engineers and Technical Support Specialists as appropriate.
• Customer Engagement and Documentation: Engage customers to collect and compile detailed information about complaints and document them in the complaint management system. Adhere to quality compliance standards through accurate and concise case documentation. Follow SOPs to ensure adequate complaint handling via the Complaint Management System (CRM System).
• Collaboration and Continuous Improvement: Collaborate with Field Service, Sales, Marketing, and Quality Assurance teams to support continuous improvement efforts and deliver the best customer experience. Maintain product knowledge, support continuous improvement efforts, and represent Technical Support on projects and operational teams, communicating findings back to Technical Support. Complete all assigned and required training satisfactorily and on time, and perform additional tasks as assigned by the Technical Support Manager or Supervisor.

The essential requirements of the job include:

• Bachelor's degree in Biomedicine, Biology, Biotechnology, Pharmacy, Engineering (Biochemical/ Mechanical/Electrical), and related courses.
• 1-2 years of related work experience in a customer service, technical support, service, or product support role, following complex procedures and processes, analyze complex problems proactively, draw conclusions, and propose precise action plans.
• English & Portuguese fluency, with excellent written and verbal communication skills to effectively interact with customers and team members.

It would be a plus if you also possess previous experience in:

• Experience working for or partnering with US-based Life Sciences/Diagnostic/Medical Device Companies.
• Demonstrate knowledge and use of commercial computer application packages (MS Office) and familiarity with SalesForce.com or similar CRM systems.

Other:

• May include occasional overnight travel.
• This role requires working U.S. business hours and may include working on Brazilian holidays.

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 Danaher Benefits Info.

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.