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Danaher Corporation Product Support Associate (m/f/d) in Warszawa, Poland

We are currently looking for a new Product Support Associate for our local office in Warsaw to support our growing business in Poland.

In this position you will be the primary point of contact for customers requiring assistance with Cepheid products. 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

  • Complete all assigned and required training satisfactorily and on time

REQUIREMENTS:

Education and Experience (in years):

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

  • B.S. degree or equivalent combination of education and experience may be substituted for required experience

Knowledge and skills:

  • Fluent Polish and English (any additional language would be an advantage – German, Spanish, French, Italian, Portuguese, Russian)

  • Highly customer oriented – understands customer expectations and can empathize with customer & patient needs

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

  • Familiar with SalesForce.com (or similar CRM System) will be an advantage

  • 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

  • Ability to work in a fast growing and changing environment

Other:

  • Available to work different shifts, evenings, weekends, and holidays as necessary

  • May include extended computer and telephone work

  • May include occasional travel

Please apply with your CV and letter of motivation in English.

If you have any additional questions of the role, please contact Mrs. Evgenia Wittal, Senior Talent Partner on +49 172230614.

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

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