Technical Support Specialist - Assays

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 Specialist is responsible for providing advanced product support to customers requiring assistance with assays sold and distributed by Cepheid. As a member of the Technical Support Team, you provide product support to internal and external customers and provide a solution to the issues faced by Customer. This is done majorly remotely via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience.

This position is part of the APAC Customer Care Team and will be located in Gurgaon, India.

In this role, you will have the opportunity to:

• Engage with customers to collect and compile detailed information about customer complaints. Collect system data and logs and conduct advanced data analysis and troubleshooting, understanding customer’s sample collection, processing, and laboratory practices. Investigate and resolve advanced customer complaints remotely.
• Document complaints and resulting investigations in the complaint management system (SFDC). Interface with Field 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 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.

The essential requirements of the job include:

• PhD in Microbiology/Medical Microbiology/Biotechnology/Molecular Biology with 2 Years related work experience. OR MSc in Molecular Biology/Microbiology/Medical Microbiology/Biotechnology/Biochemistry with minimum 5 years of relevant clinical or research experience in Biology, Virology, Microbiology, or experience working in Life Science / Medical Device Industry/Pharmacogenomics (or equivalent). Fluent English (written and oral).
• Experience in handling Molecular Diagnostic Assays viz., MTB, Flu/RSV, StrepA, TV, CT/NG, GBS, C. Diff, Carba-R, MRSA, Norovirus, VanA, BCR-ABL, Factor II/Factor V. Customer oriented – understands customer expectations and empathizes with customer & patient needs
• Remote Technical Support or Field Application Support Experience in one or more of the following preferred: Conventional and Real-Time PCR, microbiology/Molecular Biology/Oncology/Virology, Patient sample collection and preparation practices and methodologies, Laboratory analytical diagnostic equipment, medical devices and software.
• Knowledge and use of commercial computer application packages (MS Excel), 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 extended computer and telephone work involving repetitive arm/wrist motions.

Cepheid, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. 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.