Senior Technical Support Specialist -- HBDC -- Cephied

As Senior Technical Support, you will be responsible for providing first line technical
support to Cepheid customers on all Cepheid products and instrument systems. In
addition, you will provide support to field technical support specialists, field systems
engineers, Cepheid commercial professionals, and technical support professionals
located globally in Cepheid offices as well as distributorships. You will work closely
with sales and marketing, QA/QC, research and development to address customer
concerns, conduct primary investigations, determine corrective action and customer
follow-up. Your operational responsibility for the Technical Support group will be in
the coordination and support of countries in Cepheid’s HBDC program; primarily in
the Asian and America’s markets.

*This is a contract/temporary position.

Responsibilities:

• Serves as primary customer contact for HBDC clinical laboratories, distributors, Cepheid global business heads, Cepheid marketing HBDC managers and NGO organizations for area of primary responsibility (Asia and the Americas).
• Serve as back up and counterpart to European based HBDC support specialist.
• With HBDC specialist counterpart(s), develop and maintain worldwide accounting of technical support logistics for smooth operations of HBDC business.
• Design and perform technical training for internal and external clients, including specialized training materials and delivery methods for the HBDS market.
• Communicate systems introductions and changes- implement training and support strategies for the technical support group – consistent with plans for assay.
• Prepare technical bulletins or troubleshooting guides for global distribution.
• Manage technical communications with global support teams.
• Support phone and e-mail technical support lines for different shifts, including weekends and holidays as schedule demands.
• Work on technical problems of diverse scope, in which analysis of data requires evaluation of identifiable factors. Conduct failure investigation with cross functional teams.
• Following SOPs, ensure accurate and complete complaint handling and documentation in the Complaint Management System.

Required Knowledge, Skills, and Abilities:

• BS/MS in Science, Clinical Laboratory Science.
• 5-7 years of industry/ laboratory experience in medical device industry.
• Knowledge and application of computer, MS-Excel, MS-Word, database is a must.
• Bilingual preferred, fluent in English and at least one Asian languages.
• Ability to work independently and in a team environment with multiple cultures, multiple organizations and multiple internal departments.
• Highly organized with demonstrated attention to detail and ability to cut through complex logistics for results.
• Ability to follow complex procedures and processes, and to use good judgment.
• Knowledge of high level concepts of RNA – DNA, and nucleic acid amplification (NAAT).
• Excellent written/verbal communication and organizational skills.
• Experience in technical support, nucleic acid amplification and 4-5 years work in a laboratory.

Additional Data

Preferred Qualifications:

BS/MS in Science, Clinical Laboratory Science.
5-7 years of industry/ laboratory experience in medical device industry.
Experience in technical support, nucleic acid amplification and 4-5 years work in a
laboratory.

Physical Demands:

Support phone and e-mail technical support lines for different shifts. including
weekends and holidays as schedule demands.
Ability to handle phone support for up to 6 hours per day.