AddressThe Field Connectivity and Systems Engineer is responsible for providing advanced product support to customers requiring assistance with instrumentation, software and hardware components as well as support to our connectivity solutions. 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, also going on-site when required to support the region on connectivity needs. This role is in alignment with DHR Diversity and Inclusion Charter and available to incumbents.
This position is part of the Customer Care Department and will be located in High Wycombe, UK, in hybrid mode with at least three days in the office. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.
In this role, you will have the opportunity to:
- Engage customers to collect and compile detailed information about customer complaints
- Conduct advanced data analysis and troubleshooting, applying a deep understanding of underlying instrument, software and operating system functionality
- Support customers on new implementation projects to interface Cepheid instruments to LIS, Data Managers, Remote Access tools and Cepheid cloud monitoring solutions.
- Troubleshoot and resolve advanced network connectivity issues, applying a deep understanding of Cepheid GX security guidelines, network policies and Windows operating systems requirements.
- Conduct advanced ASTM/HL7/POCT1A data analysis to troubleshoot and resolve LIS data transmission issues.
Around 30-40% travel within UK with eventual travels within EMEA to support effective execution of projects
The essential requirements of the job include:
- Education and Experience:
- B.S diploma (or equivalent) in engineering / electronics / IT with multiple years of relevant experience in clinical laboratory instrumentation and Systems or in Technical Support
- Knowledge and skills:
- Fluent English (written and oral) is required
- Customer oriented – understands customer expectations and empathizes with customer & patient needs
- Proactively analyzes complex problems, draw conclusions and propose precise action plans
- In-depth knowledge of the lab processes, LIS interface configurations and LIS/DM integrations complexity.
- Strong understanding of network infrastructure and hardware components, including TCP/IP protocols, network sockets, firewall, routers and VLAN's.
- Extensive knowledge of Windows Operating System.
- Experience using and/or troubleshooting two or more of the following preferred:
- Laboratory analytical diagnostic equipment, medical devices and software
- Microsoft SQL Database
- Healthcare communication protocol standards (ASTM/HL7/POCT1A).
- Virtualized platforms on-premises and cloud-based like VMware, Hyper-V, Azure or AWS.
It would be a plus if you also possess the following experience or skill:
- SalesForce.com (or similar CRM System)
- Additional language: Spanish, Portuguese, Italian, German, French
Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.
At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part of the time at the Company location identified above and part of the time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.
At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
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.
