Product Support Associate (Remote)

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.

Working the hours of 1:30 PM PT – 9:00 PM PT, the Product Support Associate is responsible for acting as the primary point of contact for customers requiring assistance with Cepheid products. As a member of the Tier 1 Technical Support Team, 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.

Within the Technical Support group, you will be presented with opportunities to expand your skillset through experience, training, coaching and project participation, to allow you growth opportunities.

This position is part of the Customer Care Department and will be a US Remote role. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

In this role, you will have the opportunity to:

• Identify and resolve basic product issues using data collection, troubleshooting, and remote connection to customer systems.
• Adhere to quality compliance standards through accurate and concise case documentation.
• Collaborate with Field Service, Sales, Marketing and Quality Assurance teams to support continuous improvement efforts and deliver the best customer experience.

The essential requirements of the job include:

• High School diploma (or equivalent) with 2+ years of experience in a call center/service, product support, or customer service role.
• Fluent in English (written and oral).

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

• Bachelor’s degree in Life Science or with work experience in Biotechnology, Medical Device Industry or Medical Technology (or equivalent)
• Additional languages such as French, Spanish, or Portuguese
• SalesForce.com or similar CRM System

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.

The hourly range for this role is $23.00 to $30.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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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.