Technical Support Analyst

ESSENTIAL JOB RESPONSIBILITIES:

• Technical Support and Issue Resolution: Act as the first level of Technical Support, providing product support to internal and external customers via phone and email. Identify and resolve basic product issues using data collection, troubleshooting, and remote connections to customer systems. Intake, triage, and escalate more complex scenarios to the System Support Engineers and Technical Support Specialists as appropriate.
• Customer Engagement and Documentation: Engage customers to collect and compile detailed information about complaints and document them in the complaint management system. Adhere to quality compliance standards through accurate and concise case documentation. Follow SOPs to ensure adequate complaint handling via the Complaint Management System (SalesForce.com CRM System).
• Collaboration and Continuous Improvement: Collaborate with Field Service, Sales, Marketing, and Quality Assurance teams to support continuous improvement efforts and deliver the best customer experience. Maintain product knowledge, support continuous improvement efforts, and represent Technical Support on projects and operational teams, communicating findings back to Technical Support. Complete all assigned and required training satisfactorily and on time, and perform additional tasks as assigned by the Technical Support Manager or Supervisor.

MINIMUM REQUIREMENTS:

Education and Experience:

• Bachelor's degree in Biomedicine, Biology, Biotechnology, Pharmacy, Engineering (Biochemical/ Mechanical/Electrical), and related courses. 
• 1-2 years of related work experience in a customer service, technical support, service, or product support role.
• Language Skills: English & Portuguese Fluency (written & spoken) required (Spanish a plus).
• Experience working for or partnering with US-based Life Sciences/Diagnostic/Medical Device Companies is a plus.

Preferred Knowledge and Skills:

• Possess a strong customer-oriented mindset, understanding customer expectations and empathizing with their needs. Exhibit excellent written and verbal communication skills to effectively interact with customers and team members.
• Demonstrate knowledge and use of commercial computer application packages (MS Office) and familiarity with SalesForce.com or similar CRM systems. Able to follow complex procedures and processes, analyze complex problems proactively, draw conclusions, and propose precise action plans.
• Curious and self-motivated with the ability to learn complex technology platforms quickly. Work independently in a structured manner, prioritizing critical tasks, and thrive in a dynamic and fast-paced environment. Build collaborative work relationships with different teams, including Field Service, Sales, Marketing, and Quality.

Other:

• 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.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

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.