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Danaher Corporation Lead Product Support Associate in Las Vegas, Nevada

ESSENTIAL JOB RESPONSIBILITIES:

Lead Responsibilities

  • Participate in Interviewing and Onboarding of New Associates

  • Oversee and monitor Staff Schedules

  • Lead Daily Management

  • Perform NPS Follow-Up Surveys

  • Oversee contract associates

  • Represent Technical Support in cross-functional projects and DBS activities

PSA 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 to Tier 2 Support

  • Adhere to Quality Management System procedures

  • Maintain product knowledge and support continuous improvement efforts

  • Contribute to quality compliance through accurate and concise case documentation

  • Manage cases for escalated accounts and difficult to resolve issues

  • Assist Tier 1 with complex troubleshooting and review cases before Tier 2 escalation

  • Train and mentor Product Support Associates on Technical Support tools and processes

  • Identify, develop and implement improvements to support processes and procedures

  • Work on cross-functional teams and Kaizen events

  • 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 4-6 years of experience in a call center/service or product support role OR

  • AA or Technical Trade Degree with 2-4 years of related work experience

  • Preferred: 2+ years’ experience in Cepheid Technical Support or equivalent

  • Preferred: B.S. degree in Engineering or Life Science with work experience in Biotechnology, Medical Device Industry or Medical Technology

Knowledge and skills:

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

  • Able to motivate and encourage a team

  • Leads through followership and sets the bar for performance

  • Customer oriented – understands customer expectations, can empathize with customer & patient needs and embraces challenging customer situations

  • Comfortable with ambiguity and able to positively cope with change, serving as an example to others

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

  • Expert SalesForce.com (or similar CRM System) user

  • Able to follow complex procedures and processes

  • Excellent written and verbal communication skills

  • Curious and self-motivated with ability to learn a complex technology platform quickly.

  • Continuously strives to enhance product knowledge, sharing experience with others

  • Proactively analyzes complex problems, draw conclusions and propose action plans

  • 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 with 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 responsibilities, 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) .

are not intended to be an exhaustive list of all responsibilities, 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) .

Operating Company: Cepheid

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