Technical Support System Specialist Jobs in Gurgaon - Cepheid

Technical Support System Specialist

Cepheid

0 to 2 Years

Not disclosed

Expired

Posted: 25 Feb 21

Job Description

Job Title: Technical Support System Specialist-APAC

Job Location: Gurugram, India / Other City

Job Profile (Level-Job Family): P1- Technical Customer Support

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 0 to 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 softwareIT and computer networking/communication protocolsMS Windows Operating systems and databases (MS SQL)Laboratory Information Systems (LIS)Electronic and hardware components of complex instrumentsReading 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

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 .