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.