Technical Support Specialist – Systems
Core
Provide advanced technical support for Cepheid's molecular diagnostics instruments, ensuring timely resolution of complex hardware, software, and connectivity issues to maintain patient testing continuity.
Role type
Senior Technical Support Specialist (Medical Devices)
Builds
Molecular diagnostic systems and tests for healthcare providers
Domain
Life sciences, diagnostics, biotechnology
Deliverable
client delivery
Required skills
Troubleshooting complex hardware/software issues, root cause analysis, data analysis, networking protocols, LIS integration, medical device regulations
Preferred skills
CRM systems, complaint handling systems
Technologies
Windows OS, LIS, networking protocols, Salesforce
Responsibilities
Provide expert technical support via phone, email, and web; collect and document detailed information about instrument-related complaints; conduct advanced data analysis and systematic troubleshooting; investigate and resolve customer technical issues spanning instrument functionality; contribute to team learning and continuous improvement by sharing expertise and mentoring colleagues
Seniority
Mid-level, hands-on IC