At Cepheid, we are passionate about improving health care through faster, more accurate diagnostic tests. Our molecular diagnostics products are increasing opportunities to improve patient survival and quality of life, by enabling medical providers to identify and treat diseases early. Passionate people who want to generate positive change in health care will find many opportunities here.
Through our strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. By automating highly complex and time-consuming manual procedures, our solutions deliver a better way for institutions of any size to perform sophisticated genetic testing for organisms and genetic-based diseases.
Around the world, Cepheid’s solutions enable caregivers in developing countries to diagnose highly resistant tuberculosis in 90 minutes, not weeks, and they’re saving lives in villages with treatment-detouring healthcare shortages. As part of the Danaher family of companies, our work at Cepheid is supported by a global science and technology innovator. In addition to Danaher’s unrivaled leadership training and professional development programs, this relationship also provides expanded career opportunities across industries and brands. Together, we are united by a shared purpose: Helping Realize Life’s Potential. Learn more about how you can make a difference at Cepheid.
Our Mission: Delivering A Better Way to improve patient outcomes by enabling access to molecular diagnostic testing everywhere
Our Vision: To be the leading provider of seamlessly connected diagnostic solutions.
Cepheid is now looking for a
PRODUCT SUPPORT ASSOCIATE
The Product Support Associate is the primary point of contact for customers requiring assistance with GeneXpert product line. 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
MINIMUM REQUIREMENTS:
• High School diploma or Bachelor’s degree with a previous experience in a customer’s support position
• Fluent Finnish and English
• Customer oriented: understands customer expectations and can empathize with customer & patient needs
• Good knowledge of MS Office
• Curious & self-motivated with ability to learn a complex technology platform quickly
• Able to follow complex procedures and processes
• Excellent written and verbal communication skills
• Proactively analyzes situations and propose appropriate actions
• Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality
WHAT WE OFFER:
- Modern working approach in an exciting international environment
- Flexible working hours and remote working where possible.
- Career development opportunities
- Gender Equal pay
- Bonus system
- Pension Plan
- Accident Insurance Plan
Cepheid is part of Danaher Corporation, a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide.
We encourage you to apply as soon as possible, as we will go through the applications on an ongoing basis. Please submit your application, CV (incl. salary request) in English via the button below. For more information, please contact Senior Headhunter Heini Savio, gsm +358 50 322 3283.
