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Danaher Corporation Product Support Associate in New York, New York

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 connecti on to c ustomer systems

  • Provide basic product information a nd resolve routine product complaints and inquiries

  • Document complaints and resulting investigation s 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:

    Education and Experience:

  • High School diploma (or equivalent) with 2 - 4 years of experience in a call center/service or product support role OR

  • AA or Technical Trad Degree with 1-2 years of related work experience

  • Preferred : Bachelor’s degree in Life Science or with work e xperience in Biotechnology, Medical Device Industry or Medical Technology (or equivalent)

    Knowledge and skills:

  • Fluent English (written and oral) is required (additional language s would be an advantage – French, Spanish, Portuguese)

  • Customer oriented – understand s customer expectations and can empathi z e with customer & patient needs

  • Knowledge and use of commercial computer application packages (MS Office)

  • Familiarity with SalesForce.com (or similar CRM System) a plus

  • A b le to follow complex procedures and processes

  • Excellent written and verbal communication skills

  • Curious & s elf-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 e xten ded computer and telephon e work involving repetitive arm/wrist motions

  • May include occasional overnight travel

    The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all respons ibilities, duties, and skills for this job.

    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 (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

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