Customer Support & Service Specialist

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology

At Cepheid, one of 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.

At Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests. As a member of our team, you'll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us to develop groundbreaking solutions for the world's most complex health challenges. Together, we bring MORE change to the world.

Learn about the which makes everything possible.

The is responsible for providing end-to-end customer support, first-level technical troubleshooting, service coordination, and order-related assistance for Cepheid products and solutions. The role serves as a first point of contact within Customer Care and partners across Technical Support, Field Service, Applications, Commercial, Quality, Supply Chain, and Finance to resolve customer needs efficiently and enhance overall customer experience.

This position reports to the Manager, Customer Support & Service Coordination, South Asia, and is part of the Customer Care organization located in Bangalore, India, supporting customers across South Asia.

In this role, you will have the opportunity to:

. Manage customer inquiries, complaints, and technical support cases from initial contact through resolution, providing effective first-level troubleshooting, timely updates, and clear customer communication.

. Drive First Contact Resolution (FCR), First Fix Resolution (FFR), Mean Time to Resolution (MTTR), and customer experience objectives while maintaining case ownership and minimizing customer downtime.

. Coordinate service activities, including break-fix support, preventive maintenance, installations, work orders, replacement parts, service logistics, and Field Service Engineer scheduling.

. Escalate complex technical, application, quality, or service issues to the appropriate support teams while continuing to coordinate progress and customer communication.

. Prepare quotations and process purchase orders, sales orders, invoices, warranty requests, contracts, and Return Material Authorizations in accordance with company procedures.

. Maintain complete and accurate customer, complaint, investigation, and resolution records in Salesforce, SAP, complaint management systems, and other customer support tools, in compliance with Quality Management System and regulatory requirements.

. Identify and implement opportunities to improve customer experience, service effectiveness, operational efficiency, and standard work through continuous improvement.

The essential requirements of the job include:

. Bachelor's degree in engineering, Biomedical Engineering, Biotechnology, Electronics, Life Sciences, Clinical Laboratory Science, or a related discipline, with 5 or more years of relevant experience or a master's degree with 3 or more years of relevant experience.

. Experience in customer support, technical support, service coordination, order management, medical devices, life sciences, healthcare, or a related customer-facing environment.

. Working knowledge of hardware, software, computer systems, connectivity, assays, laboratory

workflows, diagnostic equipment, or medical devices, with demonstrated troubleshooting experience.

. Experience using CRM, ERP, complaint-management, or customer-support platforms such as Salesforce and SAP, together with proficiency in Microsoft Office applications.

. Ability to work from Bangalore, India, and support customers and cross-functional teams across South Asia.

. Ability to travel within South Asia as required to support business, customer, training, or service needs.

It would be a plus if you also possess previous experience in:

. PCR, microbiology, molecular biology, oncology, virology, patient sample collection, sample

preparation, or clinical laboratory workflows.

. Customer experience measures and programs, including NPS, CES, CSAT, and Voice of Customer.

. Power BI, Snowflake, data reporting, or continuous improvement methods used to improve service performance and customer experience.

Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it is a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

Cepheid is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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.

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