Systems Support Engineer by Danaher Corporation

Accra
Permanent
Full-time

30 days ago

Job DescriptionThe Systems Support Engineer is responsible for providing advanced product support to customers requiring assistance with instrumentation, software and hardware components sold and distributed by Cepheid. As a member of the Tier 2 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid's Customer Care experience. This role is in alignment with DHR Diversity and Inclusion Charter and available to incumbents .ESSENTIAL JOB RESPONSIBILITIES:

Engage customers to collect and compile detailed information about customer complaints

Conduct advanced data analysis and troubleshooting, applying a deep understanding of underlying instrument, software and operating system functionality

Investigate and resolve advanced customer complaints

Document complaints and resulting investigations in the complaint management system

Interface with Service and Global Product Support to escalate and resolve more complex cases

Adhere to Quality Management System procedures

Maintain product knowledge and support continuous improvement efforts

Contribute to quality compliance through accurate and concise case documentation

Represent Technical Support on projects and operational teams, communicating findings back to Technical Support

Complete all assigned and required training satisfactorily and on time

Performs additional tasks as assigned by the Technical Support Manager or Supervisor

TRAINING RESPONSIBILITIES: (REQUIRED)

Complete all assigned and required training satisfactorily and on time

MINIMUM REQUIREMENTS:Education and Experience (in years):

B.S diploma (or equivalent) in engineering / electronics / IT with multiple years of relevant experience in clinical laboratory instrumentation and systems or in Technical Support

Knowledge and skills:

Fluent French (written and oral) is required + master English ; Arabic could be a plus

Customer oriented - understands customer expectations and empathizes with customer & patient needs

Experience using and/or troubleshooting one or more of the following preferred:

o Laboratory analytical diagnostic equipment, medical devices and softwareo IT and computer networking/communication protocolso MS Windows Operating systems and databases (MS SQL)o Laboratory Information Systems (LIS)

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

Familiarity with SalesForce.com (or similar CRM System) a plus

Able to follow complex procedures and processes

Excellent written and verbal communication skills

Curious & self-motivated with ability to learn a complex technology platform quickly

Proactively analyzes complex problems, draw conclusions and propose precise 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

Hybrid or full office work possibility

May include extended computer and telephone work involving repetitive arm/wrist

motions

May include occasional overnight travel

The statements in this description represent typical elements, criteria and general work performed. Theyare 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 attributesHOW TO APPLYClosing Date : 24th April, 2024

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