Instruments Support Engineer

Overview

In this role you will deliver expert technical support for Cepheid’s molecular diagnostics instruments and reagents, driving fast issue resolution to safeguard patient outcomes. You will work with cross-functional teams in a remotely located UK-based team to troubleshoot hardware, software, and connectivity, while guiding customers through complex workflows. You will contribute to continuous learning and process improvements, helping to scale support and uphold high satisfaction. This is a chance to impact healthcare globally by enabling reliable diagnostic systems and faster science.

Pay / Benefits

• remote work arrangement
• comprehensive benefits
• healthcare program
• paid time off
• career growth and development

Responsibilities

• Provide expert technical support via phone, email, and web with focus on instrument hardware, software, configuration, and connectivity
• Investigate and resolve complex customer issues using structured root cause analysis across instrument functionality, software, peripherals, network, and LIS/middleware connectivity
• Perform advanced data analysis and systematic troubleshooting of instrument hardware, software, connectivity, interfaces, and system logs
• Prioritize and manage critical cases to restore system uptime, with remote and on-site support as needed
• Share knowledge, mentor colleagues, and contribute to training on instruments, software, connectivity, and assay workflows

Key requirements

• Bachelor in Biomedical Engineering
• 2–3 years experience in health care / biomedical / medical devices in the region
• Solid troubleshooting background across hardware, mechanical, electronic, firmware, software, configuration, or peripherals
• CRM or case-management exposure (e.g., Salesforce.com) is a plus
• Basic understanding of diagnostics and laboratory workflows or willingness to learn
• Additional European language skills (e.g., French, German, Spanish) are advantageous
• Willingness to travel ~15% (Europe, occasionally outside Europe)

• problem solving
• communication
• team collaboration
• instrument hardware and software
• system configuration and connectivity
• network and LIS/middleware connectivity

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