Customer Support

5 days ago

Gurugram, India Cepheid Full time
Engage customers to collect and compile detailed information about customer complaints. Conduct data analysis and basic troubleshooting for instrument, hardware, assays, software, and operating system. Investigate and resolve first level customer complaints remotely through phone and email. Document complaints and resulting investigations in the Complaint Management System (SFDC). Adhere to Quality Management System procedures. Complete all assigned and required training satisfactorily and on time and keep the records data for any future audit(s). Complete all compliance and internal training within the stipulated timeline. Train internal associates and new hires on the technical support modules and CRM. Represent Technical Support on projects and operational teams, communicating findings back to Technical Support. Performs additional tasks as assigned by the Technical Support Manager or Supervisor. Coordinating with customers for all service-related activities (Contracts renewal, Engineer visit, Spare parts transfer, Defective parts return). Dispatch Field Service Engineers for service calls as appropriate and actively communicate with the FSE to confirm all logistics to ensure proper recording and communications. Process purchase orders for billable service activities, which relate to service calls and preventative maintenance events. Bachelor’s degree in engineering / electronics or experience working in Biological / Clinical Laboratory Science / Life Science / Medical Device Industry with minimum 5+ years of relevant experience (or equivalent), preferably in a fast-paced Customer Support & Service, Order Management role. Master’s Degree with minimum 3+ Years of related work experience.). Fluent English (written and oral). Laboratory or Remote Technical Support Experience in one or more of the following is a plus: 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. Customer oriented – understands customer expectations and empathizes with customer & patient needs. Knowledge and use of commercial computer application packages (MS Excel), Familiarity with SalesForce.com (or similar CRM System) and SAP a plus. Able to follow complex procedures and processes. Works independently in a structured manner with the ability to prioritize critical tasks. Builds collaborative work relationships with different teams, including Field Service, Field Application, Sales, Marketing and Quality. Thrives in a dynamic and fast-paced environment. May include extended computer and telephone work involving repetitive arm/wrist motions.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

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.

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