The Systems Support Engineer 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 Tier 2 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience. This role is in alignment with DHR Diversity and Inclusion Charter and available to incumbents.

ESSENTIAL JOB RESPONSIBILITIES: 

• Engage customers to collect and compile detailed information about customer complaints

• Conduct advanced data analysis and troubleshooting, applying a deep understanding of underlying instrument, software and operating system functionality

• Investigate and resolve advanced 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

• 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: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time

MINIMUM REQUIREMENTS:

Education and Experience (in years):

• B.S diploma (or equivalent) in engineering / electronics / IT with multiple years of relevant experience in clinical laboratory instrumentation and systems or in Technical Support

Knowledge and skills:

• Fluent French (written and oral) is required + master English ; Arabic could be a plus

• Customer oriented – understands customer expectations and empathizes with customer & patient needs

• Experience using and/or troubleshooting one or more of the following preferred:

o Laboratory analytical diagnostic equipment, medical devices and software

o IT and computer networking/communication protocols

o MS Windows Operating systems and databases (MS SQL)

o Laboratory Information Systems (LIS)

• Knowledge and use of commercial computer application packages (MS Office)

• 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

• Hybrid or full office work possibility

• May include extended computer and telephone work involving repetitive arm/wrist

motions

• May include occasional overnight travel