Cepheid - Technical Support Specialist 2.7

Job Purpose 

  • Ensure customer satisfaction by providing information, and by troubleshooting issues on Cepheid Instruments and Reagents

Accountabilities 

  • Provide phone and e-mail technical support for Cepheid products to internal and external customers (end-users and distributors across Europe, Middle East, Africa and Asia)

  • Filter, log and handle incoming requests from internal and external customers

  • Document all support activities into the complaints management system

  • Follows procedures set forth in ISO regulations

  • Escalates complaints to the Technical Support Manager as necessary

  • Performs additional tasks as assigned by the Technical Support Manager

Experience, qualifications, skills required:

  • Fluent English and German (any additional language would be an advantage - Italian, French, Russian, Spanish, Portuguese)

  • Studies (2 years) : B.S in Clinical Laboratory Science

  • Minimum 2 years of relevant experience as a Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory.

  • Excellent written and verbal communication skills

  • Knowledge and application of commercial computer application packages (MS Office, etc.).

Qualities/Competencies:

  • Work independently in a structured manner with the ability to prioritise tasks

  • Thorough and methodical, follows procedures

  • Calm under pressure

  • Team Player

Other Requirements:

  • Flexible to work different shifts, weekends, and holidays as necessary

  • Thrives in dynamic, fast-paced, and constantly changing environment

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