Product Support Associate H/F in Maurens-Scopont, France at Cepheid

Date Posted: 11/6/2019

Job Snapshot

Job Description

Job ID: CEP004704

About Us

At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at www.cepheid.com or follow us on Twitter (@CepheidNews).


Description

A vacancy for a Product Support Associate (m/f) has arisen within Cepheid in Maurens - Scopont (Toulouse). You will join the Customer Care department.


POSITION SUMMARY:
The Product Support Associate is the primary point of contact for customers requiring assistance with Cepheid products. As a member of the Tier 1 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the critical first link in Cepheid’s Customer Care experience.


You will be responsible for:
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 basic product information and resolve routine product complaints and inquiries
Document complaints and resulting investigations in the complaint management system
Prepare more complex cases for escalation
Adhere to Quality Management System procedures
Maintain product knowledge and support continuous improvement efforts
Contribute to quality compliance through accurate and concise case documentation
Complete all assigned and required training satisfactorily and on time
Performs additional tasks as assigned by the Technical Support Manager or Supervisor

Job Requirements



Qualifications

We are looking for candidates with the following skills and experience:

High School diploma (or equivalent) with 2-4 years of experience in a call center/service or product support role OR B.S. degree or equivalent combination of education and experience may be substituted for required experience
Fluent English and Spanish (written and oral)
Customer oriented – understands customer expectations and can empathize with customer & patient needs
Knowledge and use of MS Office
Excellent written and verbal communication skills
Curious & self-motivated with ability to learn a complex technology platform quickly


Other:
Available to work different shifts, evenings, weekends, and holidays as necessary



Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.