Systems Support Engineer in Sunnyvale, California at Cepheid

Date Posted: 6/9/2018

Job Snapshot

Job Description

Job ID: CEP001577

About Us

At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at www.cepheid.com or follow us on Twitter (@CepheidNews).


Description

The Systems Support Engineer is responsible for providing technical support to Cepheid customers on all Cepheid products and instrument systems. Areas or focus are software, hardware, instrumentation, and accessory issues. In addition, the SSE provides support to field technical support specialists, field systems engineers, Cepheid commercial professionals, and technical support professionals. Works closely with the Service Support department and Global Product Support to address customer concerns, determine corrective action and follow-up with customers. Provides support to customer/users where the product is highly technical or sophisticated in nature. Demonstrates extensive knowledge and utilization of products to internal and external customers.

Regular Working Hours: Monday – Friday, Day Shift, with rotating weekends and holidays.



Job Description





Responsibilities:



  • Provides phone and email support on all Cepheid product lines.

  • Documents customer reported complaints in the complaint management system.

  • Troubleshoots instrumentation system product lines designed for a clinical laboratory setting.

  • Resolves computer, instrumentation systems and software issues in a timely manner.

  • Communicates with Technical Service, Global Product Support and other internal or external customers to identify details related to complaint information and occurrence.

  • Follows SOPs to ensure adequate complaint handling into Complaint Management System.

  • Designs and performs technical trainings for internal customers.

  • Establishes and maintains interdepartmental communications among Technical Support, Engineering, Marketing and other appropriate departments for new systems introductions and modifications.

  • Communicates systems introductions and changes- implements training for the technical support group.

  • Adheres to team performance metrics and drives for achieving the established goals.

Job Requirements



Qualifications

Qualifications:



  • Bachelor’s degree in Mechanical or Electrical Engineering is preferred

  • Bachelor’s degree in another discipline will be accepted with related engineering experience.

  • 3 years of relevant industry experience is required.

  • 2 years of Customer Service experience preferably in Technical Support

  • Must be able to use technical skills to answer complex issues concerning instrument systems

  • Must have a good understanding of CRM architecture within an organization

  • Must be familiar with using an electronic Complaints Management System

  • Ability to read system logs/captures

  • Knowledge of clinical laboratory instrumentation and systems is required

  • Database experience (MS SQL) is preferred

  • Ability to organize and prioritize critical tasks.

  • Ability to proactively analyze situations and propose appropriate actions.

  • Must have excellent communication, teamwork, and troubleshooting skills

  • Advanced knowledge in MS Excel and Word, Visio and Project applications

  • Must be able to work on-call for weekends on rotation basis and must be flexible to cover different shifts as schedule demands. 


Preferred Qualifications: 



  • Knowledge of Cepheid product lines.

  • Ability to interface with customers in English and Spanish (or other languages).

  • Physical Demands - extended computer-telephone interactive tasks.

  • Experience working in a regulated environment (FDA/ISO) for 1 year.


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.



Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.


At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.