Technical Support Supervisor-Assays
Gurugram, Haryana, India
6d ago


Job Title : Technical Support Supervisor-Assays

Job Location : Gurugram / Mumbai / Bangalore / Chennai


The Technical Support Supervisor-Assays directs the activities of the Technical Support Team that provides advanced product support to customers requiring assistance with Cepheid Xpert® Assays, GeneXpert® Systems and Software.

Through successful remote troubleshooting and resolution of customer-reported problems Technical Support Supervisor-Assays leads a critical link in the Cepheid Customer Care experience.



  • Establish clear goals, expectations and direction for the Assay team
  • Develop and monitor key performance metrics for team performance
  • Coordinate resources to ensure team metrics are achieved, prioritizing the critical few
  • Prepare team for new product introductions and ensure the technical proficiency of the team
  • Work directly with customers as needed to resolve escalated complaints
  • Escalate customer complaints to GPS / MedAffairs teams in a timely manner
  • Make sure that customer complaints are handled as per defined SOPs by Assay team
  • Coordinate the review of customer complaints to ensure technical accuracy & compliance
  • Initiate and deliver programs and projects to improve team productivity and customer satisfaction
  • Work cross-functionally with Cepheid departments including Sales, Service and Quality
  • Ensure team adherence to the Cepheid Quality Management System
  • Maintain a high level of expertise and technical proficiency with Cepheid products
  • Meet with team and associates on a regular basis to provide coaching and performance feedback
  • Implement corrective action plans when necessary
  • Coordinate with Global counterparts for providing necessary trainings as and when needed.
  • Act as the knowledge center for team to resolve complex customer issues by providing timely guidance.

  • Take lead for the implementation of all SOPs
  • Work directly with customers as needed to resolve complaints
  • Engage customers to collect and compile detailed information about customer complaints
  • Conduct advanced data analysis and troubleshooting, applying a deep understanding of underlying Chemistry, instrument, software and operating system functionality
  • Investigate and resolve advanced level 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
  • Maintain a high level of expertise and technical proficiency with Cepheid products
  • Contribute to quality compliance through accurate and concise case documentation
  • Complete all assigned and required training satisfactorily and on time
  • Performs additional tasks as assigned by the Technical Support Manager

  • Complete all assigned and required training satisfactorily and on time
  • For people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.
  • Be compliant with DANAHER and CEPHEID policies
  • Make sure the objectives and performance are achieved in a compliant manner.

    Education and Experience (in years) :

    Essential :

    High school degree with 8+ years of experience ORBachelor’s degree with 5+ years of experience ORMaster’s degree with 3+ years of experience

    Desired :

  • PhD with specialization in Molecular Biology / Microbiology / Medical Microbiology / Biotechnology. OR
  • M Sc with specialization in Molecular Biology / Microbiology / Medical Microbiology / Biotechnology educational background
  • Diagnostics and Healthcare experience of 7+ years, preferably Molecular Diagnostics / Life sciences.
  • Experience in Team Handling minimum 3 years
  • Experience in Remote troubleshooting preferable.
  • Knowledge and skills :

  • Excellent knowledge in handling Molecular Diagnostic Techniques viz., Real-Time PCR, Automated Nucleic Acid Extraction.
  • Demonstrated ability to lead people, tasks and projects
  • Customer focused and action-oriented Generates a sense of urgency to support customers
  • Uses rigorous problem solving and root cause analysis to solve problems
  • Ability to motivate a team and encourage them to seek out process improvements
  • Engage others in assessing and responding to the impact of change
  • Ability to multitask, prioritize the critical few and delegate work appropriately
  • Excellent verbal and written communication skills
  • Fluent English required (additional languages a plus French, Spanish, Portuguese)
  • Familiarity with (or similar CRM) and associated reporting and analytical tools
  • Proficient in MS Office
  • Other :

  • Available to support teams doing shift-work including evenings, nights, weekends and holidays
  • Might require occasional overnight travel

  • Experience leading a customer care, product support or related function preferred.
  • Experience using and / or troubleshooting Laboratory analytical and diagnostic equipment, reagents, medical devices or software
  • Experience working in a regulated environment (FDA / ISO) is a plus
  • The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

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