Technical Support Specialist

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