Danaher Corporation Systems Support Engineer - Portuguese in High Wycombe Buckinghamshire, United Kingdom
The Systems Support Engineer is responsible for providing advanced product support tocustomers requiring assistance with instrumentation, software and hardware components soldand distributed by Cepheid. As a member of the Tier 2 Technical Support Team, you provideproduct support to internal and external customers via phone, email and web serving as thetechnical expert in Cepheid’s Customer Care experience.
ESSENTIAL JOB RESPONSIBILITIES:• Engage customers to collect and compile detailed information about customercomplaints• Conduct advanced data analysis and troubleshooting, applying a deep understanding ofunderlying instrument, software and operating system functionality• Investigate and resolve advanced customer complaints• Document complaints and resulting investigations in the complaint management system• Interface with Service and Global Product Support to escalate and resolve morecomplex cases• Adhere to Quality Management System procedures• Maintain product knowledge and support continuous improvement efforts• Contribute to quality compliance through accurate and concise case documentation• Represent Technical Support on projects and operational teams, communicatingfindings back to Technical Support• 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
• Bachelor’s OR Master's degree in Biomedical / Electronic / Informatic engineering OR in Biology / Biotechnology, with 2+ years of related work experience• Fluent English and Portuguese (written and oral) is required (additional languages would be an advantage – French, Italian, German, Russian, Spanish, Polish)• Customer oriented – understands customer expectations and empathizes with customer& patient needs
• Experience using and/or troubleshooting one or more of the following preferred:o Laboratory analytical diagnostic equipment, medical devices and softwareo IT and computer networking/communication protocolso MS Windows Operating systems and databases (MS SQL)o Laboratory Information Systems (LIS)• 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 complex problems, draw conclusions and propose precise actionplans• 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/wristmotions• May include occasional overnight travel
Spanish classification: Grupo V
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.
Operating Company: Cepheid