Specialist in Technical Assistance Tier 2

4 semanas atrás

São Paulo, São Paulo, Brasil Cepheid Tempo inteiro

At Cepheid, we are dedicated to enhancing healthcare through swift and precise diagnostic testing. Our mission propels us forward every moment, as we create scalable and innovative solutions to tackle the world's most intricate health challenges. Our team members are engaged in every phase of molecular diagnostics, from conception to the development and delivery of testing innovations that elevate patient outcomes across diverse environments.

As part of a collaborative network of six Danaher Diagnostics companies, we are advancing at the forefront of change in diagnostic tools that confront the most significant health issues globally, motivated by the knowledge that behind each test, there is a patient awaiting results.

Discover the Danaher Business System that enables our success.

The Technical Support Specialist Tier 2 plays a crucial role in delivering advanced product assistance to clients seeking help with assays marketed and distributed by Cepheid. As a vital member of the Tier 2 Technical Support Team, you will provide product guidance to both internal and external clients through various communication channels, serving as the technical authority in Cepheid's Customer Care experience.

This role is situated within the Customer Care department and is designed to be remote. At Cepheid, our aspiration is to be the premier provider of seamlessly integrated diagnostic solutions.

Key Responsibilities:

  • Engage with clients to gather and compile comprehensive information, perform advanced data analysis and troubleshooting, and comprehend customer sample collection, processing, and laboratory practices;
  • Investigate and resolve complex customer issues while contributing to quality compliance through precise and thorough case documentation;
  • Maintain extensive product knowledge and support ongoing improvement initiatives;
  • Represent Technical Support in projects and operational teams, relaying findings back to the Technical Support division;
  • Execute additional tasks as assigned by the Technical Support Manager or Supervisor.

Essential Qualifications:

  • Bachelor's Degree in Biological or Clinical Laboratory Science with a minimum of 2 years of relevant clinical or research experience in Biology, Virology, Microbiology, or experience in the Life Science or Medical Device Industry (or equivalent) OR a Master's Degree with 0-2 years of related work experience.
  • Proficiency in English (both written and spoken) is essential, along with exceptional written and verbal communication skills;
  • Experience in Laboratory or Technical Support in areas such as PCR and Microbiology, Molecular Biology, Oncology, or Virology, as well as familiarity with patient sample collection practices and workflows, sample preparation methodologies, and laboratory analytical diagnostic equipment, medical devices, and software;
  • Customer-focused – understands client expectations and empathizes with customer and patient needs;
  • Ability to work independently in a structured manner with the capacity to prioritize critical tasks.

Preferred Qualifications:

  • Prior experience in customer service, technical support, service, or product support roles;
  • Familiarity with CRM systems or similar platforms.

At Cepheid, we are committed to creating a better, more sustainable workforce. We recognize the advantages of flexible, remote working arrangements for eligible positions and are dedicated to providing fulfilling careers, regardless of the work arrangement. This position is eligible for a remote work setup, allowing you to work from your home. Further details regarding this remote work arrangement will be shared during the interview process. Explore the flexibility and challenges that a career at Cepheid can offer.

We provide a comprehensive benefits package. This position is also eligible for bonus or incentive compensation.

Note: Compensation is considered earned, vested, and determinable only when it is paid. The amount and availability of any bonuses, commissions, benefits, or other forms of compensation remain at the Company's discretion until disbursed and may be adjusted at the Company's discretion, in accordance with applicable laws.

At Danaher, we unite science, technology, and operational capabilities to expedite the real-world impact of tomorrow's innovations. We collaborate with clients worldwide to help them address their most complex challenges, crafting solutions that bring the power of science to life. Our global teams are pioneering advancements across Life Sciences, Diagnostics, Biotechnology, and beyond. For more information, visit our website.

At Danaher, we value diversity and the presence of both similarities and differences, visible and otherwise, within our workforce, workplace, and the markets we serve. Our associates, clients, and shareholders contribute unique perspectives shaped by these diverse attributes.

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