Technical Support System Specialist-APAC 442 views

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 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 software
  • IT and computer networking/communication protocols
  • MS Windows Operating systems and databases (MS SQL)
  • Laboratory Information Systems (LIS)
  • Electronic and hardware components of complex instruments
  • Reading 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

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