Technical Support Analyst

**ESSENTIAL JOB RESPONSIBILITIES**:
Engage customers to understand the nature of their request and triage critical issues
Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems
Provide product information and resolve product complaints and inquiries
Document complaints and resulting investigations in the complaint management system
Prepare more complex cases for escalation to Tier 2 Support
Adhere to Quality Management System procedures
Maintain product knowledge and support continuous improvement efforts
Contribute to quality compliance through accurate and concise case documentation
Manage cases for escalated accounts and difficult to resolve issues
Assist team members with complex troubleshooting and review cases before Tier 2 escalation
Train and mentor colleagues on Technical Support tools and processes
Identify, develop and implement improvements to support processes and procedures
Work on cross-functional teams and Kaizen events
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**:
B.S. degree in Engineering or Life Science with work experience in Biotechnology, Medical Device Industry or Medical Technology
**Preferred**: 1-2 years’ experience in Cepheid Technical Support or equivalent

**Knowledge and skills**:
Fluent English (written and oral) is required (additional languages would be an advantage - French, Spanish, Portuguese)
Customer oriented - understands customer expectations, can empathize with customer & patient needs and embraces challenging customer situations
Comfortable with ambiguity and able to positively cope with change, serving as an example to others
Able to follow complex procedures and processes
Excellent written and verbal communication skills
Curious and self-motivated with ability to learn a complex technology platform quickly.
Continuously strives to enhance product knowledge and skills, sharing experience with others
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**:
Available to work different shifts, evenings, weekends and holidays as necessary
May include extended computer and telephone work involving repetitive arm/wrist motions
May include occasional overnight travel

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 80,000 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.