Technical Support Specialist DACH (f/m/d)

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 Technical Support Specialist (f/m/d) is responsible for providing advanced product support to customers requiring assistance with assays sold and distributed by Cepheid. As a member of the Tier 2 Technical Support Reagents Specialists Team, you provide product support to internal and external customers in the DACH region via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience.

This position is part of the Technical Support Customer Care Solutions 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:

• Engage customers to collect and compile detailed information about customer complaints.

• Conduct advanced assay related data analysis and troubleshooting, understanding customer sample collection, processing, and laboratory practices.

• Investigate and resolve advanced customer complaints.

• Document complaints and resulting investigations in the complaint management system.

• Represent Technical Support on projects and operational teams, communicating findings back to Technical Support.

The essential requirements of the job include:

• Degree in Life Science such as Biology, Human Biology, Molecular Biology, Chemistry or related

• Laboratory or Technical Support Experience in one or more of the following preferred: PCR and Microbiology, Molecular Biology Oncology or Virology.

• Experience with laboratory analytical diagnostic equipment, medical devices, and software.

• Excellent written and verbal communication skills

• Native or near-native German and fluent English language skills (written and oral) is required, additional languages would be an advantage.

It would be a plus if you are:

• Able to follow complex procedures and processes.

• Familiar with SalesForce.com (or similar CRM System).

• Curious & self-motivated with ability to learn a complex technology platform quickly.

Travel, Motor Vehicle Record & Physical/Environment Requirements:

Available to work different shifts, occationally evenings, weekends, and holidays as necessary.

May include occasional overnight travel for internal meetings and field visits.

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.

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.

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.