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.

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POSITION SUMMARY:

The Technical Support Analyst is responsible for acting as the primary point of contact for customers requiring assistance with Cepheid products. As a member of the Tier 1 Technical Support Team, you will provide product support to internal and external customers via phone, email, and the customer portal, serving as the critical first link in Cepheid’s Customer Care experience.

This position is part of the Customer Care Department and will be based in Brazil supporting customer in the US remotely. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

In this role, you will have the opportunity to:

• Act as first level of Technical Support, product support to internal and external customers via phone and email.
• Intake, triage, and escalate more complex scenarios to the System Support Engineers and Technical Support Specialists as appropriate.
• Access customer systems to obtain the necessary data files, logs and reports for analysis. Identify and resolve basic product issues using data collection, troubleshooting, and remote connection to customer systems.

The essential requirements of the job include:

• Bachelor's degree in Biomedicine, Biology, Biotechnology, Pharmacy, Engineering (Biochemical/ Mechanical/Electrical), and related courses. English & Portuguese Fluency (written & spoken) required, Spanish is a plus.
• Work experience in a customer service, technical support, service, or product support role. Experience working for or partnering with US-based Life Sciences/Diagnostic/Medical Device Companies is a plus.
• Thrives in a dynamic and fast-paced environment.

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job. Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives.

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.