Join Cepheid, a Danaher Company: Shaping the Future of Diagnostics

Position Summary:
At Cepheid, a leading global innovator in molecular diagnostics and a proud member of the Danaher family of companies, we are dedicated to improving healthcare outcomes. As a Product Support Associate, you will be the critical first link in our customer care experience — providing exceptional Tier 1 technical support to both internal and external customers via phone, email, and web. Your role directly supports Cepheid’s commitment to customer-centric service and Danaher’s core values of innovation, continuous improvement, and inclusion.

Essential Job Responsibilities:

Engage customers to deeply understand their requests and triage critical issues with urgency and empathy.

Collect, compile, and analyze detailed information related to customer complaints.

Identify and troubleshoot issues through comprehensive data collection and remote system connections.

Deliver accurate product information and resolve routine inquiries efficiently.

Document customer interactions and investigations within the complaint management system to ensure quality compliance.

Prepare and escalate more complex cases to appropriate technical experts when necessary.

Follow all procedures outlined within Cepheid’s Quality Management System (QMS).

Continuously develop your technical expertise to support Cepheid’s drive for innovation and operational excellence.

Represent Technical Support on cross-functional projects and communicate findings back to the broader support organization.

Complete all assigned training activities promptly and thoroughly to uphold our standard of excellence.

Training Requirements:

Successfully complete all mandatory and assigned training within designated timelines.

Minimum Requirements:

Education and Experience:

High school diploma or equivalent qualification in the healthcare or medical sector with relevant experience.

Bachelor’s degree in a health-related field is preferred.

Knowledge, Skills, and Abilities:

Fluency in French and English (written and spoken) is mandatory; Arabic proficiency is a plus.

Strong customer focus with a genuine understanding of patient and client needs.

Proficiency in MS Office; familiarity with Salesforce.com or similar CRM platforms is an advantage.

Strong ability to follow complex procedures accurately.

Excellent communication skills, both written and verbal.

Self-motivated with a passion for learning advanced technological solutions.

Strong analytical skills to assess situations and recommend appropriate actions.

Independent, structured, and capable of prioritizing tasks in a fast-paced environment.

Collaborative mindset, working seamlessly across teams including Field Service, Sales, Marketing, and Quality.

Other Requirements:

Flexibility to work varied shifts, including evenings, weekends, and holidays as needed.

Fully remote working arrangement.

May require extended periods of computer and telephone usage.

Occasional overnight travel may be required.

Preferred Qualifications:

Bachelor’s degree in Life Sciences, Biotechnology, Clinical Biology, or a related medical device field.

Prior experience within the Biotechnology or Medical Device industry is an asset.

At Cepheid, innovation is in our DNA. As part of Danaher’s global science and technology leadership, we are committed to developing your career, empowering your success, and delivering meaningful impact to healthcare systems worldwide.
When you join Cepheid, you’re not just building a career — you’re helping build a healthier future.

Join our winning team today. Together, we’ll 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.

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.