Technical Support Specialist --- Cepheid

Job 2795: Technical Support Specialist

As the Technical Support Specialist 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
conduct preliminary investigation to resolve issues in a timely manner.

*This is a contract/temporary position.

Responsibilities:

• Provide phone and e-mail technical support for different shifts including weekends and holidays and as schedule demands
• Serve as primary interface with customers contacting Cepheid with technical questions, problems, or complaints.
• Document and update customer reported complains in the CMS related to
• Cepheid systems and products
• Conduct preliminary investigation and data collection for technical problems of diverse scope. Escalate to next level Technical Support Specialist as warranted.
• Follow SOPs to ensure accurate and complete complaint handling and documentation in the Complaint Management System.
• Follow procedures set forth in ISO regulations and QSR for medical device.
• Perform additional tasks as assigned by the Technical Support Manager

Required Knowledge, Skills, and Abilities:

Required Knowledge - Skills:

• BS in Science, Clinical Laboratory Science or relevant certification in clinical laboratory science (i.e. MLT/ MLS).
• 1-2 years of relevant experience in clinical laboratories and/or medical diagnostic industry.
• Knowledge and application of computers, MS Excel, MS Word is a must
• Excellent written/verbal communication and organizational skills.
• Highly organized with attention to details.
• Ability to follow complex procedures and processes
• Highly motivated team player.
• Knowledge of molecular diagnostics is preferred.
• Flexible to work different shifts, weekend and holidays as needed. Primary hours are weekdays: 11:00am – 9:00pm.

The statements in this description represent typical elements, criteria and general
work performed. They are not intended to be an exhaustive list of all
responsibilities, duties, and skills for this job.

Additional Data

Preferred Qualifications:

BS in Science, Clinical Laboratory Science
1-2 years of relevant experience in clinical laboratories and/or medical diagnostic
industry.

Physical Demands:

Flexible to work different shifts, weekend and holidays as needed.
Be able to talk on the phone for up to 6 hours per day.