Global Product Support Specialist

Cepheid - US
Job Location
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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.


This is a contract position with an estimated duration of 6 months.


  • Work with Project Manager and Business functions to develop plans and requirement documents related to CRM project
  • Develop writing OQ and PQ protocols
  • Assist with executing scripts
  • Document SOPs and procedures related to the project
  • Follows procedures to ensure adequate complaint handling into call tracking database
  • Follows procedures set forth in ISO regulations and QSR for medical device
  • Conducts preliminary investigation and data collection for technical problems of diverse scope
  • Aid in data analysis from customers to aid in ruling out possible variables
  • Author, edit, and develop material for the Service and Support knowledge base
  • Provide assistance with CRM training and go-live activities
  • Develop SOP or processes as needed
  • Coordinate with NPI activities as needed
  • Assist in CRM go live activities
  • Aid in doing data quality control for complaints
  • Training coordination as needed
  • Perform additional tasks as assigned by management
  • Flexiblilty to work on an as needed basis

Job Requirements

  • Bachelor's degree or equivalent combination of education and experience to perform at this level
  • 5 years and above of relevant experience or equivalent education in Technical Support and preferably in molecular diagnostic industry
  • IVD/ Medical device experience is preferred
  • Good understanding and ability to follow complex procedures and processes
  • Clinical Lab background and experience is preferred
  • Attention to detail and a customer-centric orientation is required.
  • Ability to quickly gain understanding of Cepheid’s Medical Device line of products and their applications
  • Ability to organize and prioritize critical tasks.
  • Excellent written and verbal communication skills.
  • Outstanding troubleshooting and problem-solving skills.
  • Knowledge and application of commercial computer application packages (MS Office, IE, etc.)
  • Thrives in dynamic, fast-paced, and constantly changing environment
  • Self-motivated, organized, and with strong attention to detail


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