Customer Support & Service Specialist

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 Customer Technical Support & Service Coordination Specialist is responsible for providing remote product support to customers requiring assistance with instrumentation, LIS, software, hardware components and Assays sold and distributed by Cepheid. As a member of the Technical Support Team, you provide product support to internal and external customers and provide a solution to the issues faced by Customer. This is done majorly remotely via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience and log and maintain all customer queries/complaints in CRM. This role will also be responsible for supporting the coordination activities to facilitate on-site intervention by Field Service Engineer.

This position is part of the APAC Customer Care Team and will be located in Gurugram, India.

In this role, you will have the opportunity to:

• Engage customers to collect and compile detailed information about customer complaints. Conduct data analysis and basic troubleshooting for instrument, hardware, assays, software, and operating system. Investigate and resolve first level customer complaints remotely through phone and email. Document complaints and resulting investigations in the Complaint Management System (SFDC). Adhere to Quality Management System procedures. Complete all assigned and required training satisfactorily and on time and keep the records data for any future audit(s). Complete all compliance and internal training within the stipulated timeline. Train internal associates and new hires on the technical support modules and CRM.
• 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.
• Coordinating with customers for all service-related activities (Contracts renewal, Engineer visit, Spare parts transfer, Defective parts return). Dispatch Field Service Engineers for service calls as appropriate and actively communicate with the FSE to confirm all logistics to ensure proper recording and communications. Process purchase orders for billable service activities, which relate to service calls and preventative maintenance events.

• Bachelor’s degree in engineering / electronics or experience working in Biological / Clinical Laboratory Science / Life Science / Medical Device Industry with minimum 5+ years of relevant experience (or equivalent), preferably in a fast-paced Customer Support & Service, Order Management role. Master’s Degree with minimum 3+ Years of related work experience.). Fluent English (written and oral).

• Laboratory or Remote Technical Support Experience in one or more of the following is a plus: 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.

• Knowledge and use of commercial computer application packages (MS Excel), Familiarity with SalesForce.com (or similar CRM System) and SAP a plus. Able to follow complex procedures and processes. Works independently in a structured manner with the ability to prioritize critical tasks. Builds collaborative work relationships with different teams, including Field Service, Field Application, Sales, Marketing and Quality. Thrives in a dynamic and fast-paced environment. May include extended computer and telephone work involving repetitive arm/wrist motions.

Cepheid, a Danaher 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.

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.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong, and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible. If you’ve ever wondered what’s within you, there’s no better time to find out.

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.