Global Product Specialist, Failure Investigation

Job Location
Sunnyvale, CA 94089
Job Description

Global Product Support is a function of the Worldwide Technical Support organization at Cepheid. The primary mission of the Global Product Support team is enablement and support of regional call centers and Technical Support staff. They serve as a point of escalation for internal support teams to resolve highly complex problems and discrepancies, collaborating with other departments as necessary to expedite resolution.


As part of the Global Product Support team, the candidate will be relied upon as an expert with in-depth technical knowledge of all aspects of Cepheid products and will lead day–to-day escalation support for field reported issues.


  • Represents Technical Support in cross-functional failure investigation related activities and also work as an individual contributor through analyzing and resolving complex functional and technical questions and issues encountered through various support channels.
  • Lead efforts in identifying failure trends from customer field complaints across all Cepheid Products.
  • Support Failure Investigation activities for first-line investigations of product or process failures.
  • Responsible for defining and maintaining interdepartmental escalation policies and threshold criteria.
  • Work closely with internal investigation teams for complaint escalations.
  • Use product software and other software tools as part of testing and trending.
  • Able to Maintain and organize failure investigation related documents.
  • Perform failure analysis for escalated complaints from the field for Cepheid Products with a focus on Assays/Reagents.
  • Work with regional managers for failure investigation support activities.
  • Partner with internal analytics function to identify product trends
  • Author, edit, and curate Knowledge Base content for Technical Support groups
  • Work closely with cross-functional teams including Software, Software Quality, and Continuous Improvement Engineering for problem resolution.
  • Collaborate with Distributors for product related issues and necessary product communications.
  • Responsible for defining and marinating inter-department escalation policy and threshold criteria
  • Interface with R&D and other internal teams for escalated cases
  • Collaborate with EMENA support manager for failure investigation updates
  • Develop and disseminate of technical content to regional Tier 1/2 support centers.
  • Resolve complex problems using data and facts and not opinions.
  • Communicate product issues and defects with appropriate level of urgency
  • B.S Engineering or Sciences or related degree; or, equivalent combination of eduation and experience to perform at this level
  • A minimum of 5 years of industry experience
  • Proficiency in MS-excel or Statistical software like Minitab
  • Experience with Complaint handling systems and FDA regulations
  • Experience with databases like SQL
  • Attention to detail, and a customer-centric orientation is critical
  • Ability to quickly gain understanding of Cepheid's Medical Device line of products and their applications
  • Ability to organize and prioritize critical tasks
  • Ability to proactively analyze situations and propose appropriate actions
  • Ability to supervise in a highly matrixed/team oriented environment
  • Must have excellent communication, teamwork, and troubleshooting skills
  • Advanced knowledge in MS Excel and Word, Visio and Project applications
  • Knowledge of clinical laboratory instrumentation and systems


How to Apply

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