Remote Technical Support Specialist, Molecular Diagnostics

Cepheid; Napoli; Remoto; EUR 42.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

Meal vouchers

Remote work eligible

Descrizione del lavoro

Cepheid is a Danaher operating company focusing on fast, accurate molecular diagnostics instruments. The Technical Support Specialist – Systems role provides expert remote and on-site help to customers, troubleshooting complex hardware and software issues to protect patient testing and satisfaction.

You will join the Technical Customer Support team in South Europe, reporting to the Italy/Portugal Customer Care Manager, with remote work eligibility and ongoing learning opportunities across

Competenze

• Bachelor’s degree 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.
• 2-3 years experience in health care / biomedical /handling Medical Devices in the region and Knowledge of diagnostic market
• Familiarity with molecular diagnostics and laboratory workflows in clinical or research settings.
• Demonstrated expertise in troubleshooting complex hardware/software issues of laboratory instruments (e.g. mechanical, electronic, firmware) in a regulated medical device or diagnostics environment.
• Proficiency with computer systems and networking (e.g. Windows OS, LIS integration, basic networking protocols) used in laboratory or hospital settings

Mansioni

• Provide 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.
• Engage 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.
• Conduct 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.
• Investigate 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.
• Contribute 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.

Conoscenze

Troubleshooting hardware & software

Networking basics

LIS integration

Windows OS

Customer communication

Formazione

Bachelor’s degree in Engineering/Electronics/Biomedical-science

Strumenti

Salesforce

Descrizione del lavoro

Cepheid is a Danaher operating company focusing on fast, accurate molecular diagnostics instruments. The Technical Support Specialist – Systems role provides expert remote and on-site help to customers, troubleshooting complex hardware and software issues to protect patient testing and satisfaction.

You will join the Technical Customer Support team in South Europe, reporting to the Italy/Portugal Customer Care Manager, with remote work eligibility and ongoing learning opportunities across