POSITION SUMMARY:

　　The Technical Support Specialist is responsible for providing advanced product support to customers requiring assistance with instruments & assays sold and distributed by Cepheid. As a member of Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience.

　　ESSENTIAL JOB RESPONSIBILITIES:

　　Investigate and resolve customer complaints within the region

　　Engage customers to collect and compile detailed information about customer complaints

　　Conduct advanced data analysis and troubleshooting, understanding customer sample collection, processing and laboratory practices

　　Document complaints and resulting investigations in the complaint management system

　　Interface with Service and Global Product Support to escalate and resolve more complex cases

　　Conduct Periodic Field visits to Customer sites to engage and resolve pending complaints and provide training if necessary

　　Adhere to Quality Management System procedures

　　Maintain product knowledge and support continuous improvement efforts

　　Contribute to quality compliance through accurate and concise case documentation

　　Represent Technical Support on projects and operational teams, communicating findings back to Technical Support

　　Complete all assigned and required training satisfactorily and on time

　　Performs additional tasks as assigned by the Customer Care and Technical Support Manager or Supervisor

　　TRAINING RESPONSIBILITIES: (REQUIRED)

　　Complete all assigned and required training satisfactorily and on time MINIMUM REQUIREMENTS:

　　Education and Experience (in years):

　　B.S diploma (or equivalent) in Clinical Laboratory Science or Biomedical Engineering with 2-3 years of relevant experience as Biomedical Engineer, Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory or in Technical SupportKnowledge and skills:

　　Fluent in English & Urdu (written and oral) is required

　　Customer oriented – understands customer expectations and empathizes with customer & patient needs

　　2 of 2

　　Laboratory or Technical Support Experience in one or more of the following preferred:

　　PCR and Microbiology, Molecular Biology Oncology or Virology

　　Patient sample collection practices and workflow

　　Sample preparation practices and methodologies

　　Laboratory analytical diagnostic equipment, medical devices and software

　　Knowledge and use of commercial computer application packages (MS Office)

　　Familiarity with SalesForce.com (or similar CRM System) a plus

　　Laboratory or Technical Support Experience in one or more of the following preferred:

　　PCR and Microbiology, Molecular Biology Oncology or Virology

　　Patient sample collection practices and workflow

　　Sample preparation practices and methodologies

　　Laboratory analytical diagnostic equipment, medical devices and software

　　Able to follow complex procedures and processes

　　Excellent written and verbal communication skills

　　Curious & self-motivated with ability to learn a complex technology platform quickly

　　Proactively analyzes complex problems, draw conclusions and propose precise action plans

　　Works independently in a structured manner with the ability to prioritize critical tasks

　　Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality.

　　Thrives in a dynamic and fast-paced environment

　　Other:

　　Available to work flexibly as and when necessary

　　Ability to travel to France, UAE or other countries as needed for trainings or workshops

　　Remote - with Hybrid or full office work possibility

　　Workstation adaptation possibility upon disability May include extended computer and telephone work involving repetitive arm/wrist motions

　　May include occasional overnight travel

　　When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.

　　Operating Company: Cepheid