Technical Support Specialist in Gurgaon, India at Cepheid

Date Posted: 8/13/2019

Job Snapshot

Job Description

Job ID: CEP003720

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

POSITION SUMMARY:

The Technical Support Specialist is responsible for providing technical support to Cepheid customers on all Cepheid products and Instruments. In addition, the TSS provides support to field application support specialists, field systems/ service engineers, Cepheid commercial professionals, and technical support professionals located globally in Cepheid offices as well as its distributors.

ESSENTIAL JOB RESPONSIBILITIES:

  • Provide on-demand phone and e-mail technical support for Cepheid products to internal and external customers, end-users and distributors across the Greater India region.
  • Document all support activities into the complaints management system- Salesforce.com
  • Resolve reagent, assays, system and software issues in a timely manner.
  • Work on the customer resolution in collaboration with customer care teams and provide support to internal and external customers on time.
  • Follows SOPs to ensure adequate complaint handling into Complaint Management System.
  • Follows procedures set forth in ISO regulations and QSR for medical device.
  • Escalates complaints to Global support teams as necessary or as defined in the process.
  • Troubleshoots instrumentation system product lines designed for a clinical laboratory setting.
  • Responsible for working on Cepheid Reagent/Assays related issues.
  • Communicate system and software related issues and defects with appropriate level of urgency.
  • Works closely with Cepheid and facilitate conformance to standard operating procedures.
  • Assists SMEs as needed in the region and globally
  • Manages technical communications with global support teams.
  • Adheres to team performance metrics and drives for achieving the established goals.
  • Performs additional tasks as assigned by the Technical Support Manager.


TRAINING RESPONSIBILITIES: (REQUIRED)

  • Complete all assigned and required training satisfactorily and on time and keep the records data for any future audit(s)
  • Complete all compliance and internal training within the stipulated timeline.
  • Train internal associates and new hires on the technical support modules and CRM. 

Job Requirements



Qualifications

MINIMUM REQUIREMENTS:

 

•         5+ years of experience with bachelor’s degree or 3+ years of experience with master’s degree. PhD preferred. 

•         Experience working in a regulated environment (FDA/ISO) for at least one year.

•         Experience working in a Technical Support/ Field Applications/ Product support role for at least 3 years.

•         Experience working with molecular platforms in past assignments.

Knowledge and skills: 

  • Must be able to use technical skills to answer complex issues with regards to instrument systems
  • Ability to read system logs/captures
  • Knowledge of clinical laboratory instrumentation and systems is required
  • Ability to organize and prioritize critical tasks.
  • Ability to proactively analyze situations and propose appropriate actions.
  • Must be familiar with using an electronic Complaints Management System- CRM Knowledge and ability to handle CRM tasks efficiently.
  • Motivated and disciplined.
  • Advance level of MS excel (pivoting and macro work)
  • Ability to handle difficult conversations with customers over phone.
  • Must have excellent written and verbal communication, teamwork, and troubleshooting skills
  • Thrives in dynamic, fast-paced, and constantly changing environment.
  • Self-motivated, organized, and with strong attention to detail.
  • Willing to travel 20% or more.



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 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 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.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.