JOB: Technical Support System Specialist-APAC

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Position Summary

The Technical Support System Specialist is responsible for providing advanced product support to customers requiring assistance with instrumentation, software and hardware components 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.

Essential Job Responsibilities

  • 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

Training Responsibilities

  • 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.

Minimum Requirements

Education and Experience

  • Master’s Degree in engineering / electronics / IT with minimum 0 to 2 years of relevant experience in clinical laboratory instrumentation/software/systems or in Technical Support OR
  • Bachelor’s Degree (or equivalent) in engineering / electronics / IT with minimum 2 years of relevant experience in clinical laboratory instrumentation/software/systems or in Technical Support.
  • Experience in customer handling in APAC countries is preferable

Knowledge and skills

  • Fluent English (written and oral) is required (additional languages a plus – Korean, Mandarin, Malay).
  • Willing to work in early morning shifts.
  • Customer oriented – understands customer expectations and empathizes with customer & patient needs
  • Experience using and/or troubleshooting either remotely or on field one or more of the following preferred:
  • Laboratory analytical diagnostic equipment, medical devices and software
  • IT and computer networking/communication protocols
  • MS Windows Operating systems and databases (MS SQL)
  • Laboratory Information Systems (LIS)
  • Electronic and hardware components of complex instruments
  • Reading and analyzing System Logs and Event logs
  • 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

Other

  • Available to work different shifts, evenings, weekends and holidays as necessary
  • May include extended computer and telephone work involving repetitive arm/wrist motions
  • May include occasional overnight travel

Location: Gurgaon

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Company: Cepheid

Job closed.

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