Customer Support Specialist

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The family of Diagnostics companies at Danaher work with conviction that every moment matters and realize that behind every test is a patient, waiting for an answer that could change their life. Our 23,000 team members, across 6 operating companies globally, proudly push the boundaries of what’s possible in safeguarding patient health and improving diagnostic confidence. We develop tools and technologies that set the standard for innovation and impact wherever health care happens—from a family physician’s office to leading trauma hospitals and laboratories. Our teams collaborate in an inclusive environment as we connect our people, processes, and expertise, focused on the world’s biggest health challenges such as cardiac disease, infectious disease, and cancer. At the Diagnostics platform at Danaher, you’ll thrive and quickly see the impact of your contribution. 

Join us in working at the pace of change to improve patient lives! 

The Customer Support Specialist will play a vital role in supporting Service Manager, Dx Malaysia to providing remote product support to customers requiring assistance with instrumentation, LIS, software, hardware components and Assays sold and distributed by Cepheid/Radiometer/Leica Biosystems.  This position is part of the Customer Support located in Petaling Jaya, Malaysia and will be onsite.

• Specific duties include but are not limited to:
  • Technical responsibilities including but not limited to conduct data analysis and basic troubleshooting for instrument, hardware, assays, software, and operating system; investigate and resolve first level customer complaints remotely through phone and email; and interface with Global Product Support team to escalate and resolve more complex cases.
  • Service coordination responsibilities including but not limited to coordinating with customers for all service-related activities (Contracts renewal, FSE visit, Spare parts transfer, Defective parts return); dispatch FSE for service calls as appropriate and actively communicate with them to confirm all logistics to ensure proper recording and communications; and monitor and maintain customer technical support events to determine shipment activities.
  • Training responsibilities including but not limited to completing all assigned and required training satisfactorily and on time and keep the records data for any future audit(s); and train internal associates and new hires on the technical support modules, SAP, and CRM.

The essential requirements of the job include:

• Education: Diploma or bachelor’s degree with a minimum of 2-3 years of recent experience in engineering/electronics.
• Fluent English (written and oral) is a must. Additional languages on local dialects is an advantage.
• Customer oriented – understands customer expectations and empathizes with customer & patient needs.
• Knowledge and use of commercial computer application packages (MS Office).
• SAP, SFDC and/or Dynamic 365 experience desirable.

• Travel, Motor Vehicle Record & Physical/Environment Requirements:
  • Ability to travel – list specifics 20% travel, overnight, within territory or locations
  • Must have a valid driver’s license with an acceptable driving record
  • Available to work different shifts, evenings, weekends, and holidays, as necessary.
  • May include extended computer and telephone work involving repetitive arm/wrist motions.

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

• Experience working in Biological/Clinical Laboratory Science/Life Science/Medical Device Industry with minimum 2-3 years of relevant experience (or equivalent), preferably in a fast-paced Customer Support & Service, Order Management role. OR
• Experience in any of the above streams with minimum 2-3 Years of related work experience.

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.