-Shristi Sharma, Team bioXone
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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