Technical Support Specialist – Systems

pBring more to life.
/p pAre you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
/p pAt Cepheid, one of Danaher's ( 15+ operating companies, our work saves lives—and we're all united by a shared commitment to innovate for tangible impact.
/p pYou'll thrive in a culture of belonging where you and your unique viewpoint matter.
And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.
/p pAt Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests.
As a member of our team, you'll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Our mission drives us to develop groundbreaking solutions for the world's most complex health challenges.
Together, we bring MORE change to the world.
/p pLearn about the Danaher Business System ( which makes everything possible.
/p pThe Technical Support Specialist – Systems is responsible providing advanced product support to customers (and internal teams) who require assistance with Cepheid's molecular diagnostics instruments products, ensuring timely resolution of complex instrumentation, software and hardware-related technical issues that directly impact customer satisfaction and patient outcomes.
/p pThis position reports to the Customer Care Manager of Italy/Portugal and is part of the Technical Customer Support team, located in South Europe and will be fully remote.
/p h3In this role, you will have the opportunity to: /h3 ul liProvide expert technical support via phone, email, and web for instrumentation systems (hardware, software, connectivity) and troubleshooting complex issues to ensure timely resolution of customer cases and continuity of patient testing.
/li liEngage customers to collect and document detailed information about instrument-related complaints, performing in-depth root cause analysis and replicating issues when possible to identify effective solutions.
/li liConduct advanced data analysis and systematic troubleshooting, applying a deep understanding of instrument hardware, software, and network connectivity to pinpoint causes of failures and resolve technical problems.
/li liInvestigate and resolve customer technical issues spanning instrument functionality, prioritizing critical cases to restore system uptime for customers and patients, while providing support remotely and through on-site customer visits as needed to troubleshoot complex issues and assist customers directly.
/li liContribute to team learning and continuous improvement by sharing your expertise across systems, supporting knowledge base updates, mentoring less-experienced Technical Support colleagues, and assisting with training to improve overall team capability.
/li /ul h3The essential requirements of the job include /h3 ul liBachelor's degree (or equivalent experience) in Engineering, Electronics, Biomedical-engineering, Life Sciences, Clinical Laboratory Science, Laboratory Technician or a related field, with multiple years of relevant experience in technical support of medical devices, diagnostic instrumentation, laboratory systems, or a clinical laboratory environment.
/li li2-3 years experience in health care / biomedical /handling Medical Devices in the region and Knowledge of diagnostic market /li liFamiliarity with molecular diagnostics and laboratory workflows in clinical or research settings.
/li liDemonstrated expertise in troubleshooting complex hardware/software issues of laboratory instruments (e.g. mechanical, electronic, firmware) in a regulated medical device or diagnostics environment.
/li liProficiency with computer systems and networking (e.g. Windows OS, LIS integration, basic networking protocols) used in laboratory or hospital settings /li /ul h3Travel, Motor Vehicle Record Physical/Environment Requirements: /h3 ul liAbility to travel 15%, in Europe, occasionally outside Europe /li /ul h3It would be a plus if you also possess previous experience in: /h3 ul liWorking with customer relationship management (CRM) or complaint handling systems (e.g. Salesforce.com or similar tools) for technical support case management /li /ul pCepheid, 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 Danaher Benefits Info ( .
/p pAt Cepheid we believe in designing a better, more sustainable workforce.
We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.
This position is eligible for a remote work arrang