Product Support Associate in Sunnyvale, California at Cepheid

Date Posted: 11/13/2018

Job Snapshot

Job Description

Job ID: CEP001861

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 or follow us on Twitter (@CepheidNews).


Job Description Summary
As the Product Support Associate you will be responsible for providing on demand assistance to Cepheid customers on all Cepheid products. In addition, the Product Support Associate will contribute to Global Product Support excellence by being the first level contact interfacing with customers, field teams, and distributors. This is an entry-level position that helps with prompt issue identification, obtaining data files and case escalation. The Product Support Associate will act as a central person to provide routine information on product and services. Receives and follows established processes and procedures. This person will report to the North America Technical Support Call Center Manager.

Regular Working Hours: Monday – Friday, Day Shift, with rotating swing shift and holidays.


  • Respond to inquiries on product offering, process, system, etc., via email, chat and/or phone appropriately.
  • Act as Tier 1, first level, product support to internal and external customers via phone and email.
  • Intake, triage, and escalate more complex scenarios to the Product Support Associates, System Support Engineers or Technical Support Specialists as appropriate.
  • Obtain the necessary data files, logs and reports for analysis.
  • Contribute to quality compliance through proper and concise documentation of product or technical inquiries.
  • Maintain product knowledge and contribute to process excellence through continuous improvement efforts.
  • Follow SOPs to ensure adequate complaint handling via Complaint Management System.
  • Follow procedures set forth in ISO regulations and QSR for medical devices.

Job Requirements



  • High School degree/GED (or equivalent experience) with 2-4 years of related work experience in a call center operation, service, or product support role OR
  • AA or Technical Trade Degree with 1-2 years of related work experience.
  • Excellent oral and written communication skills.
  • Highly self-motivated with a strong ability to learn a complex technology platform quickly.
  • Ability to document problems and issues, determine available resources and course of action for resolution. Such actions may include, but are not limited to: tracing shipments, expediting replacement, and initiating exchange of product.
  • Flexibility to work different shifts as needed, days, evenings, rotating weekends and holidays.
  • Ability to work in a highly dynamic and fast-paced environment.
  • Ability to prioritize workload effectively.
  • Ability to build a collaborative work relationship with different groups within the organization.

Preferred Qualifications:

  • Associates or Bachelor's degree is a plus
  • Fluency in Spanish is a plus
  • Laboratory experience is preferred
  • Understanding of PCR is preferred
  • Understanding of systems platform is a plus
  • Experience working in a regulated environment (FDA/ISO) is a plus

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, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 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.