AddressAt 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 support to customers requiring assistance with all products sold and distributed by Cepheid. As a member of the Technical Support Team, TSS provides product support to internal and external customers, serving as the technical expert, resolving the reported or proactively detected product issues, while mentoring, training and supporting Commercial and Customer Care Teams.
The Technical Support Specialist is an integral member of the Customer Care ANZ team and essential for supporting ANZ and APAC Customer Care achieve goals through providing an exceptional customer experience. This position is part of the Customer Care ANZ team and will preferably be located in our Sydney office.
In this role, you will have the opportunity to:
· Engage customers to collect required information about detected or reported product issues, and perform necessary steps to drive resolution in a compliant manner, and with sense of urgency; collaborate and build strong relationships with customers, team members and other functional groups to provide excellent support. Drive cross-functional engagement to resolve escalated customer technical problems.
· Maintain technical product knowledge; provide education and technical expertise, introducing product clinical value and disseminating required technical documents, training, and other tools to customers and the rest of the organization.
· Support continuous improvement efforts. Participate in local and global projects and improvement initiatives; evaluate and challenge designs for support & be the advocate for customers.
The essential requirements of the job include:
· Bachelor’s Degree (or equivalent) in biochemistry / molecular biology / biology with 5+ years of relevant experience in clinical laboratory instrumentation/IVD/systems or in Technical Support; or Master’s Degree with minimum 3+ Years of related work experience.
· Excellent verbal and written communication skills; builds collaborative work relationships with different teams; mindset for continuous improvement.
· Customer oriented – understands customer expectations and empathizes with both internal and external customer & patient needs.
It would be a plus if you also possess previous experience in:
· Experience with interfacing equipment to Laboratory Information Management Systems (LIMS).
· Familiarity with SalesForce.com (or similar CRM System) and SAP
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.
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.
