Technical Support Specialist – Systems

Appcast; Cassina de' Pecchi; Remoto; EUR 41.000 - 56.000; Tempo pieno

Vantaggi offerti da questo lavoro

Meal voucher

Health insurance

Internet reimbursement

Remote work

Descrizione del lavoro

Cepheid seeks a Technical Support Specialist – Systems to provide advanced product support for molecular diagnostics instruments, ensuring timely resolution of hardware, software, and connectivity issues. The role supports customers remotely and on-site as needed, reporting to the Italy/Portugal Customer Care Manager.

The ideal candidate has a degree in a relevant field and several years of technical support experience in medical devices, with strong networking and LIS familiarity.

Competenze

• Bachelor’s degree in Engineering, Electronics, Biomedical-engineering, Life Sciences or related field with multiple years of relevant experience in technical support of medical devices.
• 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.
• Troubleshooting complex hardware/software issues in a regulated medical device environment.
• Proficiency with computer systems and networking used in hospital or laboratory settings.

Mansioni

• Provide expert technical support via phone, email, and web for instrumentation systems and troubleshooting issues to ensure timely resolution.
• Collect and document instrument-related information and perform root cause analysis.
• Lead data analysis and systematic troubleshooting to pinpoint failures and solutions.
• Investigate and resolve hardware/software issues spanning instrument functionality, prioritizing critical cases.
• Share knowledge, update knowledge bases, and mentor teammates.

Conoscenze

Health care experience

Molecular diagnostics familiarity

Troubleshooting hardware/software

Networking & Windows OS

Formazione

Bachelor’s degree in Engineering or Life Sciences

Strumenti

CRM systems (Salesforce)

Laboratory Information Systems (LIS) familiarity

Descrizione del lavoro

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Cepheid, one of 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact.

You’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.

At 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.

Learn about the which makes everything possible.

The 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.

This 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.

In this role, you will have the opportunity to:

• 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.

The essential requirements of the job include

• Bachelor’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.
• 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

Travel, Motor Vehicle Record & Physical/Environment Requirements:

• Ability to travel 15%, in Europe, occasionally outside Europe

It would be a plus if you also possess previous experience in:

• Working with customer relationship management (CRM) or complaint handling systems (e.g. Salesforce.com or similar tools) for technical support case management

At 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 arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.

Base salary and level of employment
This role is classified under the applicable CCNL (Comercio) as 1 Livello, which defines minimum terms, job classification, and baseline progression frameworks. The expected gross annual salary range for this role is <40.900 - 55.500 euros>, determined based on objective criteria such as experience, skills, and role‑related competencies.

Bonus / Incentive Pay
10% of annual base salary

This job is also eligible for bonus / incentive pay. This is the target earnings as % of base annual salary, subject to objective eligibility criteria and performance conditions as set out in the applicable scheme terms and conditions.

This job is also eligible for a comprehensive package of benefits and specifically: 8€ meal voucher per day worked, mandatory national insurance (Fondo Est), supplementary health insurance (Previass II) with full coverage for the employee and their family members, Internet reimbursement, Home Office and IT peripherals reimbursement. Details regarding these benefits will be provided separately.

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