Cepheid Assay Specialist Job – Biotech/Microbiology & Molecular Biology

Cepheid Biotech/Microbiology & Molecular Biology Job Available

Cepheid Biotech/Microbiology & Molecular Biology Job Available. Indian nationals can apply for a Technical Support Manager job at Mumbai, Maharashtra, India Cepheid. Check out all of the details on the same below:

Job Title: Technical Support Assay Specialist

Job ID: R1122974

Job Location: Mumbai, Maharashtra, India

Organization: Cepheid

Job Function: Customer Support

POSITION SUMMARY:

The Technical Support Specialist is responsible for providing advanced product support to customers requiring assistance with assays 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 within Time frame.
• 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:

• PhD in Microbiology/Medical Microbiology/Biotechnology/Molecular Biology with 0 to 2 Years related work experience. OR
• MSc in Molecular Biology/Microbiology/Medical Microbiology/Biotechnology/Biochemistry with minimum 0 to 2 years of relevant clinical or research experience in Biology, Virology, Microbiology or experience working in Life Science / Medical Device Industry/Pharmacogenomics (or equivalent)
• 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).
• Should be open to work in early morning shifts.
• Experience in handling Molecular Diagnostic Assays viz., MTB, Flu/RSV, StrepA, TV, CT/NG, GBS, C. Diff, Carba-R, MRSA, Norovirus, VanA, BCR-ABL, Factor II/Factor V, HIV VL, HCV VL, Oncology.
• Customer-oriented – understands customer expectations and empathizes with customer & patient needs
• Remote Technical Support or Field Application Support Experience in one or more of the following preferred:
• Conventional and Real-Time PCR, Microbiology, Molecular Biology, Oncology or Virology
• Patient sample collection practices and workflow
• Sample preparation practices and methodologies
• Laboratory analytical diagnostic equipment, medical devices and software
• 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 the 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 in different shifts, early morning, 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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