长沙招聘

Product Support Associate

Job Summary:

As a leading molecular diagnostics company, Cepheid improves healthcare by developing, manufacturing, and marketing accurate yet easy-to-use molecular systems and tests.  Our solutions deliver a better way for institutions of any size to access the full power of molecular diagnostics. 

As the Product Support Associate you will be responsible for providing on demand assistance to Cepheid customers on all Cepheid products available regionally. In addition, the Product Support Associate will contribute to WW Technical Support excellence by being the first level contact interfacing with customers, field teams, and distributors.  The Product Support Associate will act as a central person to provide routine information on product and services.  Receives and follows established processes and procedures. 

Shift: Day shifts M-F. 

Responsibilities:

• Respond to inquiries on product offering, process, system, etc., via email, chat and/or phone appropriately.
• Professionally, Efficiently and conclusively triage, troubleshoot and resolve customer’s technical questions.
• Triage and dispatch issues requiring filed support to engineer and applications.
• Log and manage customer issues using Salesforce database.
• Conduct product, application and troubleshooting training for internal and external customers.

• Keeps system operational by following established procedures; reporting malfunctions.

• Maintain product knowledge and contribute to process excellence through continuous improvement efforts.
• Follow SOPs to ensure adequate complaint handling via Complaint Management System.
• Follow procedures set forth in ISO regulations and QSR for medical devices.
• <20% Travel time.

Required Knowledge - Skills - and Abilities:

• More than 3 years of experience in hospital diagnostic lab and /or similar experience in the IVD industry.

• At least Bachelor Degree in Clinical Diagnostics, Molecular or Appropriate Science.

• Familiarity with CRM/SAP systems and practices

• Ability to multi-task, set priorities and manage time effectively

• Excellent oral and written communication skills.
• Highly self-motivated with a strong ability to learn a complex technology platform quickly.
• Able to work in a highly dynamic and fast-paced environment.
• Work closely with FSE. Knowledge of electronic or mechanical is a Plus.
• Able to build a collaborative work relationship with different groups within the organization.

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