Technical Support Specialist

Posted on December 13th, 2020 | Last day left to apply | 21 views

POSITION SUMMARY: 

The Technical Support Specialist is responsible for providing advanced product support to customers requiring assistance with assays sold and distributed by Cepheid. As a member of the Tier 2 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience. 

ESSENTIAL JOB RESPONSIBILITIES: 

  • Engage customers to collect and compile detailed information about customer complaints 
  • Conduct advanced data analysis and troubleshooting, understanding customer sample collection, processing and laboratory practices 
  • Investigate and resolve advanced customer complaints 
  • Document complaints and resulting investigations in the complaint management system 
  • Interface with Service and Global Product Support to escalate and resolve more complex cases 
  • Adhere to Quality Management System procedures  
  • Maintain product knowledge and support continuous improvement efforts 
  • Contribute to quality compliance through accurate and concise case documentation 
  • Represent Technical Support on projects and operational teams, communicating findings back to Technical Support 
  • Complete all assigned and required training satisfactorily and on time 
  • Performs additional tasks as assigned by the Technical Support Manager or Supervisor 

TRAINING RESPONSIBILITIES: (REQUIRED) 

  • Complete all assigned and required training satisfactorily and on time 

MINIMUM REQUIREMENTS: 

  • Bachelor’s degree with 2+ years of related work experience OR Master’s degree in field with 0-2 years of related work experience.
  • Relevant experience as a Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory or in Technical Support 

Knowledge and skills:   

  • Fluent English is required (additional languages would be an advantage – French, Italian, Polish, Russian, Spanish, Portuguese,German) 
  • Customer oriented – understands customer expectations and empathizes with customer & patient needs 
  • Laboratory or Technical Support Experience in one or more of the following preferred: 
  • PCR and Microbiology, Molecular Biology Oncology or Virology 
  • Patient sample collection practices and workflow 
  • Sample preparation practices and methodologies 
  • Laboratory analytical diagnostic equipment, medical devices and software 
  • Knowledge and use of commercial computer application packages (MS Office) 
  • Familiarity with SalesForce.com (or similar CRM System) a plus 
  • Laboratory or Technical Support Experience in one or more of the following preferred: 
  • PCR and Microbiology, Molecular Biology Oncology or Virology 
  • Patient sample collection practices and workflow 
  • Sample preparation practices and methodologies 
  • Laboratory analytical diagnostic equipment, medical devices and software 
  • Able to follow complex procedures and processes 
  • Excellent written and verbal communication skills  
  • Curious & self-motivated with ability to learn a complex technology platform quickly 
  • Proactively analyzes complex problems, draw conclusions and propose precise action plans 
  • Works independently in a structured manner with the ability to prioritize critical tasks 
  • Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality. 

Thrives in a dynamic and fast-paced environment 

Other:   

  • Available to work different shifts, evenings, weekends, and holidays as necessary  
  • May include occasional overnight travel 
Cepheid is an American molecular diagnostics company. Its systems automate traditional nucleic acid tests. The tests can be used to identify and analyze pathogens and genetic disorders. Cepheid sells clinical tests for healthcare-associated infections, infectious diseases, sexual health, oncology and genetics.
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