Job Information
Danaher Corporation Lead Product Support Associate in Nashville, Tennessee
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