Danaher Corporation Customer Care Support - Helsinki in Solna, Sweden
Cepheid is a molecular diagnostic company dedicated to improving healthcare by developing, manufacturing and marketing accurate yet easy-to-use molecular systems and tests. By automating highly complex and time-consuming manual procedures, the company's solutions deliver a better way for institutions of any size to perform sophisticated genetic testing for organisms and genetic-based diseases. Through its strong molecular biology capabilities, Cepheid is focusing on applications where accurate, rapid and actionable test results are needed most, such as managing infectious diseases and cancer.
Make a difference in healthcare and join us on this mission!
The Customer Care Support 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
• High School diploma (or equivalent) with 2-4 years of experience in a call center/service or product support role• Fluent Finnish and English (written and oral) is required (additional languages would be an advantage – Swedish, Norwegian, Danish, Russian)• Customer oriented – understands customer expectations and can empathize with customer & patient needs• 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 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
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.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders.
Come join our winning team!
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.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.If you’ve ever wondered what’s within you, there’s no better time to find out.
Operating Company: Cepheid