Instruments Support Engineer

4 weeks ago

Aylesbury, United Kingdom Cepheid Full time

At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting.

Learn about the Danaher Business System which makes everything possible.

The Systems Support Engineer 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 Tier 2 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience. This role is in alignment with DHR Diversity and Inclusion Charter and available to incumbents.

This position is part of the Customer Care Department and will be located in High Wycombe, UK, in hybrid mode with at least three days in the office. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

In this role, you will have the opportunity to:

Engage customers to collect and compile detailed information about customer complaints

Conduct advanced data analysis and troubleshooting, applying a deep understanding of underlying instrument, software and operating system functionality

Investigate and resolve advanced customer complaints

Interface with Service and Global Product Support to escalate and resolve more complex cases

Represent Technical Support on projects and operational teams, communicating findings back to Technical Support

The essential requirements of the job include:

Education and Experience:

B.S diploma (or equivalent) in engineering / electronics / IT with multiple years of relevant experience in clinical laboratory instrumentation and systems or in Technical Support

Knowledge and skills:

Fluent English (written and oral) is required

Customer oriented – understands customer expectations and empathizes with customer & patient needs

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

Experience using and/or troubleshooting one or more of the following:

Laboratory analytical diagnostic instruments, medical devices and software

IT and computer networking/communication protocols

MS Windows Operating systems and databases (MS SQL)

Laboratory Information Systems (LIS)

It would be a plus if you also possess the following experience or skill:

SalesForce.com (or similar CRM System)

Additional language: Spanish, Portuguese, Italian, German, French

Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.

At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part of the time at the Company location identified above and part of the time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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