Technical Support Specialist

**ESSENTIAL JOB RESPONSIBILITIES**:
Engage customers to collect and compile detailed information about customer complaints
Conduct advanced 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
Interface with Service and Global Product Support to escalate and resolve more complex cases
Adhere to Quality Management System procedures
Maintain product knowledge and support continuous improvement efforts
Contribute to quality compliance through accurate and concise case documentation
Represent Technical Support on projects and operational teams, communicating findings back to Technical Support
Complete all assigned and required training satisfactorily and on time
Performs additional tasks as assigned by the Technical Support Manager or Supervisor
**MINIMUM REQUIREMENTS**:
**Education and Experience**:
Bachelor’s Degree in Biological / Clinical Laboratory Science with minimum 2 years of relevant clinical or research experience in Biology, Virology, Microbiology or experience working in Life Science / Medical Device Industry (or equivalent) OR
Masters Degree with 0-2 Years related work experience
**Knowledge and skills**:
Fluent English (written and oral) is required (additional languages would be an advantage - French, Spanish, Portuguese)
Customer oriented - understands customer expectations and empathizes with customer & patient needs
Laboratory or Technical Support Experience in one or more of the following preferred:
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
Laboratory or Technical Support Experience in one or more of the following preferred:
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
Able to follow complex procedures and processes
Excellent written and verbal communication skills
Curious & self-motivated with ability to learn a complex technology platform quickly
Proactively analyzes complex problems, draw conclusions and propose precise action plans
Works independently in a structured manner with the ability to prioritize critical tasks
Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality.
Thrives in a dynamic and fast-paced environment
**Other**:
Able to work shifts, starting as early as 8 AM BST or ending as late as 11 PM BST
Available to work weekends and holidays on a rotational basis
Must have a suitable home or remote work environment (High Speed Internet)
May include extended computer and telephone work involving repetitive arm/wrist motions
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
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.
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.
If you’ve ever wondered what’s within you, there’s no better time to find out.

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