Global Product Support Specialist, Assays – Danaher


Titulo da Vaga: Global Product Support Specialist, Assays

Nome da Empresa: Danaher


Localização: São Paulo – SP

Descrição da Vaga: At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting. Learn about the Danaher Business System which makes everything possible.The Global Product Support Specialist, Assays is responsible for troubleshooting customer issues that are escalated into GPS from the regional Tech Support teams. This involves thorough analysis of system and assay performance errors in the field, driving to root cause, and communication/cooperation with internal teams.This position is part of the Customer Care organization at Cepheid and will be located in Brazil, Remote. The primary mission of the Global Product Support team is to provide technical support and expertise to the Technical Support, Field Service teams. This includes serving as the final point of escalation to resolve highly complex problems and drive continuous improvement projects to optimize capabilities and processes.In this role, you will have the opportunity to:

  • Responds to escalation requests for assays-related complaints with a sense of urgency. Uses best practices and knowledge of internal or external business issues to improve products or services
  • Collaborates with quality, marketing, R&D, and regional teams to drive investigations to resolution, build and manage database for customer issues.
  • Impacts a range of customers, operational, project or service activities within own team and other related teams; works within broad guidelines and policies.
  • Creates, approves, and disseminates technical documents, training, and other tools to the rest of the organization to drive continuous improvement
  • Works with colleagues who are in various geographies

The essential requirements of the job include:

  • Degree in Life Science/Clinical or Medical Microbiology/Molecular Biology/Biochemistry discipline with related work experience
  • Experience with complaint handling systems and IVD regulating agencies. Medical device technical support experience including consumables, hardware, and software
  • Customer-centric orientation
  • Ability to organize, prioritize, and analyze critical tasks, and trouble shoot with proactive and self-starter attitude
  • Excellent collaboration and communication skills

It would be a plus if you also possess previous experience in:

  • Experience in preparing standard documents and SOPs.
  • Knowledge of Salesforce CRM and Analytics
  • Medical Laboratory Technician/Medical Technologist certification or clinical laboratory experience
  • Experience with statistical data processing tools (e.g. MiniTab,)
  • Knowledge of microfluidics, optics, and PCR

Cepheid, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at .At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.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 .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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