Technical Support Specialist - Systems

Overview

In this role you provide expert technical support for Cepheid's molecular diagnostics instruments, addressing complex hardware, software and connectivity issues to protect patient testing uptime. You will work with cross-functional teams remotely, and onsite when needed, to diagnose root causes, document findings and implement effective solutions. You'll contribute to learning, knowledge base improvements and training to raise team capability. This position offers remote work in Southern Europe with a clear, measurable impact on global health outcomes.

Retribuzione / Benefits

• remote work arrangement
• bonus / incentive pay
• meal vouchers
• mandatory national insurance
• supplementary health insurance
• internet reimbursement and home office IT peripherals

Responsabilità

• Deliver expert technical support via phone, email and web for instrumentation systems (hardware, software, connectivity) and resolve complex issues
• Collect and document instrument-related complaints, perform root cause analysis and replicate issues when possible
• Conduct advanced data analysis and troubleshooting to pinpoint failures and restore system uptime
• Prioritize and resolve critical cases with remote or on-site assistance as needed
• Share expertise across the team, contribute to knowledge base updates, and assist with training
• Support customers to ensure continuity of patient testing and overall satisfaction

Requisiti fondamentali

• Bachelor in Engineering (or equivalent) with multiple years of relevant experience in technical support of medical devices or diagnostic instrumentation
• 2-3 years experience in health care / biomedical environment and knowledge of diagnostic market
• Familiarity with molecular diagnostics and laboratory workflows
• Proven ability to troubleshoot complex hardware/software issues in a regulated medical device or diagnostics setting
• Proficiency with computer systems and networking (Windows OS, LIS integration, basic networking protocols)
• Willingness to travel up to 15% in Europe (and occasionally outside Europe)
• strong communication and customer focus
• analytical mindset with problem-solving drive
• team collaboration and knowledge sharing
• instrument hardware/software troubleshooting
• network connectivity and connectivity troubleshooting
• LIS integration