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 Support Specialist (CSS) is the primary point of contact for external and internal Customers requiring assistance with Cepheid product.
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.
As CSS you will keep the ownership of the cases from investigation until Work Order closure. You will be the main point of contact for the customer, at any stage of the case. This will include all customer communications from first touchpoint to intervention planification, liaising with other Customer Care stakeholders as required. This role is in alignment with DHR Diversity and Inclusion Charter and available to incumbents.
This position is part of the Technical Support Team and will be remote. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.
In this role, you will have the opportunity to:
• Promptly identify issue through data collection, troubleshooting and remote connection to
customer systems.
• Provide basic product information and resolve routine product complaints and inquiries. Manage service requests linked to instrumentation
• Document cases in the complaint management system and prepare more complex cases for escalation
• Coordinate and dispatch activities of field Team members and external service partners based
on company standards of prioritization and client feedback and manage spare part order, ensuring on-time delivery.
• Maintain product knowledge and support continuous improvement efforts
The essential requirements of the job include:
• High School diploma (or equivalent) with multiple years of experience in a call centre/service or product support role or other related work. Equivalent combination of education and experience may be substituted for required experience
• Fluent English and Polish (written and oral) is required (additional languages would be an advantage –Finnish, Swedish, Norwegian, Dutch, French, Italian, German, Spanish, Portuguese)
• Adhere to Quality Management System procedures and contribute to quality compliance through accurate and concise case documentation
It would be a plus if you also possess previous experience in:
• Bachelors degree in Life Science or with work experience in Biotechnology, Clinical Biology or the Medical Device Industry
• Familiarity with SAP and SalesForce.com (or similar CRM System) is a plus
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.
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.
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.
What We Do
Cepheid is dedicated to improving healthcare by pioneering molecular diagnostics that combine speed, accuracy, and flexibility. The company's GeneXpert® systems and Xpert® tests automate highly complex and time-consuming manual procedures, providing A Better Way for institutions of any size to perform world-class PCR testing. Cepheid’s broad test portfolio spans respiratory infections, blood virology, women’s and sexual health, TB and emerging infectious diseases, healthcare-associated infectious diseases, oncology and human genetics. The company’s solutions deliver actionable results where they are needed most – from central laboratories and hospitals to near-patient settings. For more information, visit http://www.cepheid.com.
