*Troubleshoots instrumentation system product lines designed for a clinical laboratory setting
*Resolves computer and instrumentation systems and software issues in a timely manner
*Communicates with Product Transfer, Technical Service, Technical Support and other internal or external customers to identify details related to complaint information and occurrence.
*Works closely with Cepheid Service and Software group to investigate issues and facilitate conformance to standard operating procedures.
*Follows SOPs to ensure adequate complaint handling into Complaint Management System.
*Manages field escalations in subject matter area
*Assists SMEs as needed
*Designs and performs technical trainings for internal and external customers
*Establishes and maintains interdepartmental communications among Technical Support,
*Engineering, Marketing and other appropriate departments for new systems introductions and modifications.
*Communicates systems introductions and changes- implements training for the technical support group.
* *Prepares drafts of technical bulletins or troubleshooting guides for global distribution.
* *Manages technical communications with global support teams.
*Follows procedures set forth in ISO regulations and QSR for medical devices.
*Adheres to team performance metrics and drives for achieving the established goals.
*Bachelor’s degree in Mechanical or Electrical Engineering, with 3 to 5 years of industry experience is required.
*Must be able to use technical skills to answer complex issues concerning instrument systems
*Must have a good understanding of CRM architecture within an organization
*Must be familiar with using an electronic Complaints Management System
*Ability to read system logs/captures
*Knowledge of clinical laboratory instrumentation and systems is required
*Database experience (MS SQL) is preferred
*Ability to organize and prioritize critical tasks.
*Ability to proactively analyze situations and propose appropriate actions.
*Must have excellent communication, teamwork, and troubleshooting skills
*Advanced knowledge in MS Excel and Word, Visio and Project applications
*Must be able to work on-call for weekends on rotation basis and must be flexible to cover different shifts as schedule demands.
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