Technical Support System Specialist

Experience : 0 to 2 Years
Education : BE/B.Tech
Location : Gurgaon
Posted on 03 Oct 20
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Job DescriptionLast Date 01 Dec 20
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 SalesForcecom (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
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
  • Technical Support System Specialist
  • Experience : 0 to 2
  • Job Type : Full Time
  • Interview Type : Face to Face Interview

Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
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