Technical Support

4 weeks ago

Riyadh, Saudi Arabia Cepheid Full time

**ESSENTIAL JOB

**RESPONSIBILITIES**:

- Investigate and resolve customer complaints
- Conduct data analysis and Hardware/Software troubleshooting, understanding customer sample collection processing and laboratory practices
- Document complaints and resulting investigations in the complaint management system
- Maintain solid knowledge about international & national/regional guidelines, health economic studies & protocols’ developments in the healthcare services anticipating potential negative and positive impacts on the business to ensure all studies and material is provided to and understood by hospital stakeholders
- Conduct Periodic Field visits to Customer sites to engage and resolve pending complaints and provide training if necessary
- Maintain product knowledge and support continuous improvement efforts
- Adhere to Quality Management System procedures
- Performs additional tasks as per business needs

**TRAINING RESPONSIBILITIES**:(REQUIRED)**
- Complete all assigned and required training satisfactorily and on time

**MINIMUM

**REQUIREMENTS**:
**Education and Experience (in **years)**:

- Bachelors Degree or B.S diploma (equivalent) in Biomedical engineering / electronics / IT with 3-5 years of relevant experience in clinical laboratory instrumentation, systems with a solid IT & Bio-informatics background, possibly gained in healthcare setting with a solid understanding of the needs of IT in a healthcare context
- Knowledge & Hands-on Experience in LIS and IT Connectivity solutions
- Knowledge in the local policies, guidelines for quality & CAP/CBAHI accreditations
- Hands-on experience with lab automation systems
- Results driven and self-motivated with a demonstrated ability to achieve measurable goals

**Knowledge and **skills**:

- Fluent in English & Arabic (written and oral) is required.
- Customer oriented - understands customer expectations and empathizes with customer & patient need
- Technical Support or IT Connectivity Experience in one or more of the following preferred:

- Experience in troubleshooting Laboratory analytical diagnostic equipment, medical devices and software
- In-Depth knowledge of the Lab Process, LIS interface configurations and LIS/DM integrations complexity.
- Familiarity with communication protocols, specifically knowledge in the healthcare standards (ASTM/HL7/POCT1A)
- Understands from laboratory pre-analytic systems to middleware interfacing.
- Strong understanding of network infrastructure and hardware, including access control systems, VPN's, VLAN's, routing configuration, wireless access points, firewall, routers, switches and controllers.
- Extensive knowledge of Windows Operating System, and in particular configuration of components with impact on networking. Capable to detect and troubleshoot network problems via command line and Event Viewer
- Able to follow complex procedures and processes
- Excellent written and verbal communication skills
- Curious & self-motivated with ability to learn a complex technology platform quickly
- Proactively analyzes complex problems, draw conclusions and propose precise action plans
- Works independently in a structured manner with the ability to prioritize critical tasks
- Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality.
- Thrives in a dynamic and fast-paced environment

**Other**:

- Available to work flexibly as and when necessary
- 20-30% Travel within KSA region at customer sites
- Ability to travel to France, UAE or other countries as needed for trainings or workshops
- Remote - with Hybrid or full office work possibility

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.

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