Position Summary
The Product Support Associate is the primary point of contact for customers across the Africa region who need technical assistance with Cepheid products and solutions. As a member of the Tier 1 Technical Support Team, this role provides product support to internal and external customers by telephone, email, web-based platforms and remote support tools.
The role promptly addresses customer inquiries, troubleshoots technical issues, documents complaints accurately and ensures timely escalation of complex cases. Strong customer focus, effective communication and the ability to support diverse customers across multiple African countries are essential.
Key Details
- Location: Morocco
- Job Profile: T2 - Technical Customer Support
- Manager: Senior Manager, Customer Support Solutions Africa
- Start Date: 1 December 2026
Essential Responsibilities
- Engage customers to understand the nature and urgency of their requests and triage critical issues.
- Perform initial troubleshooting and diagnostics using data collection, product knowledge and remote access tools.
- Document customer complaints, investigations and resolutions in the complaint management system.
- Prepare complete case documentation and escalate issues requiring advanced technical expertise to higher support tiers.
- Monitor case progress and ensure timely follow-up with customers.
- Adhere to Quality Management System (QMS) procedures and regulatory requirements, and support continuous improvement.
- Maintain confidentiality of customer information and company data.
Minimum Requirements
- Education: Bachelor's degree in Biomedical Technology, Medical Laboratory Science, Biotechnology, Life Sciences, Healthcare or a related field preferred; or a diploma or equivalent in a healthcare, medical, scientific or technical field combined with relevant customer support or laboratory experience.
- Experience: Customer, technical or laboratory support, healthcare or medical devices preferred; remote customer support via phone, email or web platforms is advantageous.
- Languages: Fluent English (written and verbal); proficiency in French and/or Arabic.
- Skills: Troubleshooting and analytical skills, Microsoft Office proficiency, communication and interpersonal skills, and ability to follow complex processes and regulatory requirements.
Travel
Limited travel across the Africa region may be required for training, meetings and customer-related activities.
About Cepheid and Danaher
Cepheid's technologies help healthcare professionals make faster, more informed clinical decisions. Danaher offers a global environment that values innovation, continuous improvement, professional development and diverse perspectives.
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