Role filled in November 2013 - Science Technical Support Specialist - Technical Support Jobs

Covering the following locations: Birmingham, Bath, Brighton, Bristol, Belfast, Cambridge, Cardiff, Derby, Edinburgh, Glasgow, Guildford, Liverpool, Leicester, Leeds, Manchester, Newcastle-upon-Tyne, Nottingham, Oxford, Portsmouth, Reading, Sheffield, Swindon, Southampton, Tonbridge, London, York

Technical Support Specialist

Territory: United Arab Emirates, Dubai

Job Purpose

As the Technical Support Specialist you will be responsible for providing technical support to Cepheid customers, for high complexity cases including data analysis for all Cepheid’s product lines and instrument systems. In addition, you will provide support to field technical support specialists, field service engineers, and other Cepheid professionals located locally, regionally and globally, including distributors.

Key Accountabilities
- Provide advanced phone and e-mail support on all Cepheid product lines.
- Document customer complaints in the complaint management system
- Provides phone and e-mail support on all Cepheid product lines.
- Follows procedures to ensure adequate complaint handling in the call tracking database.
- Follows procedures set forth in ISO regulations and QSR for medical devices.
- Conducts preliminary investigation and data collection for a diverse range of technical problems.
- Escalates complaints to the Technical Support Manager as necessary.
- Review complaints for closures.
- Acts as a product specialist (i.e. super-user, subject matter expert) in at least one product line and operates as a trainer, resource, and mentor to other staff.
- Represents Technical Support in projects and/or operations teams and communicates their contributions and findings back to Technical Support.
- Performs additional tasks as assigned by the Technical Support Manager or the General Manager

Job Package


Person Profile

- Must be fluent in English (written and spoken).
- BS - MS in Science or Clinical Laboratory Science
- At least 5 years relevant experience in clinical laboratories, or equivalent education in - Technical Support or as a Medical Laboratory Technician/ Clinical Laboratory Scientist in a hospital or commercial clinical laboratory.
- Solid knowledge of all Cepheid products and systems.
- Good understanding and ability to follow complex procedures and processes.
- Knowledge and application of commercial computer application packages (MS Office, IE, etc.).
- Excellent written and verbal communication skills.
- Highly organized with strong attention to detail
- Self-motivated, with outstanding troubleshooting and problem-solving skills.
- Thrives in dynamic, fast-paced, and constantly changing international environment.
- Highly organized, and with a strong attention to detail.

Interview Process

2 Stage process, will look to interview as soon as applicable CVs are in hand

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* Salary Guide
£ competitive
Job Ref: 49899

Liam Whelan

Executive Recruiter 01494 818 027

Why Zenopa?


applications support    product specialist    training    troubleshooting