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 Danaher’s 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 Danaher Business System which makes everything possible. The Customer Support & Service Specialist (CSS), South Asia 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.