At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting. Learn about the Danaher Business System which makes everything possible.
The Technical Support Specialistis responsible for providing technical support via phone or email to internal OpCo functions (engineers, technicians, and product support personnel) by diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems
In this role, you will have the opportunity to:
- 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
- Complete all assigned and required training satisfactorily and on time
The essential requirements of the job include:
- B.S diploma (or equivalent) in Clinical or Molecular Science with multiple years of 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 & Arabic (written and oral) is required (additional languages would be an advantage)
- 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
- 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
- May include occasional travel for field visits, meetings or workshops
Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit www.danaher.com.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
