Technical Support Analyst

Leica Microsystems

Leica Microsystems

IT, Customer Service
São Paulo - State of São Paulo, Brazil
Posted on Wednesday, May 22, 2024

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 Technical Support Analyst is responsible for delivering immediate assistance to Cepheid customers across all Cepheid products portfolio and enhance Technical Support quality by serving as the initial point of contact for customers, field teams, and distributors across Latin America.

This position is part of the Customer Care organization and will be located in Remote workplace. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

In this role, you will have the opportunity to:

  • Provide customer support by addressing inquiries and complaints regarding product portfolio, processes and systems through email, chat, or phone, and escalate it as needed, while ensuring customer satisfaction.
  • Keep up to date with product knowledge and aid in process excellence through ongoing improvement activities. Also, Educate and guide Technical Support Junior Analysts on the tools and processes of Technical Support.
  • Ensure quality compliance by documenting product or technical inquiries clearly and concisely. Adhere to Standard Operating Procedures for proper complaint management and cases queue management.

The essential requirements of the job include:

  • Bachelor's degree in Biomedicine, Biology, Biotechnology, Engineering (Clinical, Biomedical, Biochemical), Pharmacy, or related fields is required.
  • Work experience in customer service, technical support, service, or product support roles.
  • Fluency in English and Spanish (desirable)

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

  • Experience with medical devices and/or diagnostics.
  • Experience with CRM, SAP, or similar tools

Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. 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.