[Hiring] Product Support Associate @Danaher Corporation

Role Description

The Product Support Associate serves as the primary point of contact for customers across the Africa region requiring technical assistance with Cepheid products and solutions. As a member of the Tier 1 Technical Support Team, this role provides technical product support to both internal and external customers via telephone, email, web-based platforms, and remote support tools.

The Product Support Associate plays a critical role in delivering an exceptional customer experience by:

• Promptly addressing customer inquiries
• Troubleshooting technical issues
• Documenting complaints accurately
• Ensuring timely escalation of complex cases

This role aligns with Danaher's commitment to diversity, inclusion, quality, and customer excellence.

Qualifications

• Bachelor's Degree in Biomedical Technology, Medical Laboratory Science, Biotechnology, Life Sciences, Healthcare, or a related field preferred.
• OR Diploma or equivalent qualification in a healthcare, medical, scientific, or technical field combined with relevant customer support or laboratory experience.
• Experience in customer support, technical support, laboratory diagnostics, healthcare, medical devices, or a related field preferred.
• Experience supporting customers remotely via phone, email, or web-based platforms is advantageous.
• Fluent in English, both written and verbal.
• Proficiency in French and/or Arabic.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Familiarity with Salesforce.com or similar CRM systems is advantageous.

Requirements

• Engage customers to understand the nature and urgency of their requests and appropriately triage critical issues.
• Collect, analyze, and document detailed information related to customer complaints and technical concerns.
• Perform initial troubleshooting and diagnostics through data collection, product knowledge, and remote access tools.
• Provide product information, technical guidance, and resolution for routine customer inquiries and complaints.
• Ensure prompt and professional communication with customers while maintaining high levels of customer satisfaction.
• Document customer complaints, investigations, and resolutions accurately within the complaint management system.
• Ensure all customer interactions and technical findings are recorded in accordance with quality and regulatory requirements.
• Identify issues requiring advanced technical expertise and prepare complete case documentation for escalation to higher support tiers.
• Monitor case progress and ensure timely follow-up with customers.
• Adhere to all Quality Management System (QMS) procedures and regulatory requirements.
• Contribute to compliance initiatives through accurate, complete, and concise case documentation.
• Support continuous improvement activities by identifying recurring issues and recommending corrective actions.
• Maintain confidentiality of customer information and company data.
• Maintain current knowledge of Cepheid products, workflows, and support processes.
• Complete all assigned training programs successfully and within required timelines.
• Perform other duties and responsibilities as assigned by the Technical Support Manager or Supervisor.
• Complete all mandatory company, product, quality, compliance, and technical training successfully and on time.
• Maintain proficiency in supported products, systems, and troubleshooting procedures.
• Participate in ongoing learning and professional development initiatives.

Benefits

• Opportunity to contribute to technologies that help healthcare professionals make faster, more informed clinical decisions.
• Join a global environment that values innovation, continuous improvement, professional development, and diverse perspectives.
• Creating an inclusive workplace where associates are empowered to grow, collaborate, and contribute to improving human health.
• Be part of a team making a meaningful impact on healthcare.
• Accelerate the real-life impact of tomorrow’s science and technology.