POSITION SUMMARY:
Cepheid offers an excellent career opportunity to join a leading worldwide developer, manufacturer and distributor of in-vitro diagnostics solutions.
Home office based and travelling to the field throughout the EMEA, this role will provide IT technical support for our IT Applications, Middleware / LIS, connectivity infrastructure and analytical products, present in National Healthcare Providers and private healthcare facilities.
Working in conjunction with a team of Field Application Specialists, Technical Support Specialists and numerous Technical, Applications and Engineering staff, you will install and support Connectivity products, instrument interfacing and networking across all business units of the company.
ESSENTIAL JOB RESPONSIBILITIES:
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Provide direct reactive support to end users – primarily remote, via email, phone or with remote desktop support where available, going on site when required.
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Plan and deliver installations and updates for Cepheid IT products.
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Collaborate extensively internally and externally to help deliver projects and resolve emergency issues, assisting resolution of support cases ranging from simple to highly complex.
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Assist with customer and employee education for IT products.
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Support 'Pre-Sales' activity advising customers of Cepheid’s portfolio of connectivity solutions. Work with LIS Middleware Providers to develop collaborative relationships to ensure Cepheid connection success and problems are resolved quickly.
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Contribute to the delivery and development of a ‘Quality’ service in line with our ISO 9001:2015 and ISO 27001 standards.
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Support customers on new implementation projects to interface Cepheid instruments to LIS, Data Managers, Remote Access tools and Cepheid cloud monitoring solutions.
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Design and map test codes, write result rules and verify data transmissions on GX and LIS systems. Troubleshoot and resolve advanced network connectivity issues, applying a deep understanding of Cepheid GX security guidelines, network policies and Windows operating systems requirements.
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Partner with Development teams, customer IT specialists, governance staff and become a subject matter expert in Cepheid’s solutions for connectivity.
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Conduct advanced ASTM/HL7/POCT1A data analysis to troubleshoot and resolve LIS data transmission issues and applying a deep understanding of underlying Cepheid LIS communication protocols.
TRAINING RESPONSIBILITIES: (REQUIRED)
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Complete all assigned and required training satisfactorily and on time
MINIMUM REQUIREMENTS:
Education and Experience (in years):
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.