Global Product Support Specialist, Assays/Biologics
Cepheid
DLF Cyber City Gurgaon, India
5d ago

POSITION SUMMARY :

Global Product Support is a function of the Customer Care organization at Cepheid. The primary mission of the Global Product Support team is to provide technical support and expertise to the Field Service, Technical Support call-center, and Repair Center teams.

This includes serving as the final point of escalation to resolve highly complex problems and driving continuous improvement projects to optimize capabilities and processes.

The successful candidate will be a part of the GPS team that focuses on Assay / Reagents and will be intimately involved in troubleshooting customer issues that are escalated into GPS from the regional Tech Support teams.

This involves thorough analysis of system and assay performance errors in the field, driving to root cause, and communication / cooperation with internal teams.

ESSENTIAL JOB RESPONSIBILITIES :

  • Responds to escalation requests for assays-related complaints with a sense of urgency
  • Collaborates with R&D, quality, and regional commercial teams to drive investigations to resolution, build and manage database for customer issues.
  • Monitors complaint trends to highlight performance issues as soon as they start to surface
  • Creates, approves, and disseminates technical documents, training, and other tools to the rest of the organization to drive continuous improvement
  • Works with colleagues who are in various geographies
  • MINIMUM REQUIREMENTS :

    Education or Experience (in years) :

  • Doctoral degree in life science / Clinical or Medical Microbiology / Molecular Biology / Biochemistry discipline with 1-2 years of related work experience
  • Knowledge and skills :

  • Experience with complaint handling systems and IVD regulating agencies
  • Medical device technical support experience including consumables, hardware, and software.
  • Expertise in Instrument handling not limited to RT PCR, Microbiology MALDI TPF, VITEK
  • Acute troubleshooting skills and attention to detail
  • Customer-centric orientation
  • Ability to organize, prioritize, and analyze critical tasks
  • Excellent collaboration and communication skills
  • Thrives in a dynamic, fast-paced, metric-driven environment
  • PREFERRED REQUIREMENTS (optional) :

  • Experience in preparing standard documents and SOPs.
  • Knowledge of Cepheid product lines
  • Knowledge of Salesforce CRM and Analytics
  • MLT / MT certification or clinical laboratory experience
  • Experience with statistical data processing tools (e.g. MiniTab, JMP)
  • Knowledge of microfluidics, optics, and PCR
  • Other :

  • 10-20% domestic or international travel
  • 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.

    Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

    The EEO is the Law poster is available here.

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