Danaher Product Support Associate Jobs in South Africa
Danaher Product Support Associate Jobs in South Africa
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.
Essential Job Responsibilities:
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
Training Responsibilities: (Required)
Complete all assigned and required training satisfactorily and on time
Minimum Requirements:
Education and Experience (in years):
High School degree (or equivalent experience) with 4-6 years of related work experience OR
Technical Trade Degree with 2-4 years of related work 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
Knowledge and skills:
Fluent English (written and oral) is required
Customer oriented – understands customer expectations and can empathize with customer & patient needs
Knowledge and use of commercial computer application packages (MS Office)
Familiarity with SalesForce.com (or similar CRM System) a plus
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 situations and propose appropriate actions
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:
Available to work different shifts, evenings, weekends, and holidays as necessary
May include extended computer and telephone work involving repetitive arm/wrist motions
May include occasional overnight travel
Preferred Requirements:
Bachelors degree in Life Science or with work experience in Biotechnology, Clinical Biology or the Medical Device Industry
How to Apply
For more information and job application details, see; Danaher Product Support Associate Jobs in South Africa
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