Product Support Associate
About this role
Job Location: Morocco
Job Profile (Level-Job Family): T2- Technical Customer Support
Manager: Senior Manager, Customer Support Solutions Africa
Start Date: 1 December 2026
Position Summary
The Product Support Associate serves as the primary point of contact for customers across the Africa region requiring technical assistance with Cepheid products and solutions. As a member of the Tier 1 Technical Support Team, this role provides technical product support to both internal and external customers via telephone, email, web-based platforms, and remote support tools.
The Product Support Associate plays a critical role in delivering an exceptional customer experience by promptly addressing customer inquiries, troubleshooting technical issues, documenting complaints accurately, and ensuring timely escalation of complex cases. The position requires strong customer focus, effective communication skills, and the ability to support diverse customers across multiple African countries. This role aligns with Danaher's commitment to diversity, inclusion, quality, and customer excellence.
Essential Job Responsibilities
- Customer Support & Technical Assistance
- Engage customers to understand the nature and urgency of their requests and appropriately triage critical issues.
- Collect, analyze, and document detailed information related to customer complaints and technical concerns.
- Perform initial troubleshooting and diagnostics through data collection, product knowledge, and remote access tools.
- Provide product information, technical guidance, and resolution for routine customer inquiries and complaints.
- Ensure prompt and professional communication with customers while maintaining high levels of customer satisfaction.
Case Management & Escalation
- Document customer complaints, investigations, and resolutions accurately within the complaint management system.
- Ensure all customer interactions and technical findings are recorded in accordance with quality and regulatory requirements.
- Identify issues requiring advanced technical expertise and prepare complete case documentation for escalation to higher support tiers.
- Monitor case progress and ensure timely follow-up with customers.
Quality & Compliance
- Adhere to all Quality Management System (QMS) procedures and regulatory requirements.
- Contribute to compliance initiatives through accurate, complete, and concise case documentation.
- Support continuous improvement activities by identifying recurring issues and recommending corrective actions.
- Maintain confidentiality of customer information and company data.
- Maintain current knowledge of Cepheid products, workflows, and support processes.
Additional Responsibilities
- Complete all assigned training programs successfully and within required timelines.
- Perform other duties and responsibilities as assigned by the Technical Support Manager or Supervisor.
Training Responsibilities
- Complete all mandatory company, product, quality, compliance, and technical training successfully and on time.
- Maintain proficiency in supported products, systems, and troubleshooting procedures.
- Participate in ongoing learning and professional development initiatives.
Minimum Requirements
Education
- Bachelor's Degree in Biomedical Technology, Medical Laboratory Science, Biotechnology, Life Sciences, Healthcare, or a related field preferred.
OR
- Diploma or equivalent qualification in a healthcare, medical, scientific, or technical field combined with relevant customer support or laboratory experience.
Experience
- Experience in customer support, technical support, laboratory diagnostics, healthcare, medical devices, or a related field preferred.
- Experience supporting customers remotely via phone, email, or web-based platforms is advantageous.
Knowledge, Skills & Competencies
- Language Requirements
- Fluent in English, both written and verbal.
- Proficiency in French and/or Arabic
- Ability to communicate effectively with customers across diverse cultural and geographical regions.
Technical Skills
- Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
- Familiarity with Salesforce.com or similar CRM systems is advantageous.
- Ability to learn and support diagnostic instruments, software applications, and laboratory workflows.
- Strong troubleshooting and analytical skills.
Customer Service Skills
- Customer-focused with the ability to understand customer expectations and empathize with customer and patient needs.
- Strong problem-solving skills with attention to detail.
- Ability to remain calm and professional under pressure.
- Demonstrated commitment to delivering outstanding customer service.
Communication Skills
- Excellent written and verbal communication skills.
- Ability to clearly explain technical information to both technical and non-technical audiences.
- Strong interpersonal and relationship-building skills.
Personal Attributes
- Ability to follow complex processes, procedures, and regulatory requirements.
- Strong organizational and time management skills.
- Ability to work independently while contributing effectively to a team environment.
- Adaptable, proactive, and committed to continuous improvement.
Travel Requirements
Limited travel across the Africa region may be required for training, meetings, and customer-related activities.
Why Join Cepheid and Danaher?
At Cepheid, you'll have the opportunity to contribute to technologies that help healthcare professionals make faster, more informed clinical decisions.
As part of Danaher, you will join a global environment that values innovation, continuous improvement, professional development, and diverse perspectives.
We believe in creating an inclusive workplace where associates are empowered to grow, collaborate, and contribute to our shared purpose of improving human health.
At Cepheid, every moment matters. Be part of a team making a meaningful impact on healthcare.
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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Originally posted on Himalayas