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Senior Connectivity Solutions Engineer

Company: Cepheid
Location: Sunnyvale, California
Posted on: July 31, 2020

Job Description:

Analyze and resolve technical questions and issues encountered by customers, ensuring accurate transmission of diagnostic test results from Cepheid GeneXpert Systems to Hospital Information Systems; Serve as a point of escalation for internal support teams to resolve complex diagnostic data transmission issues and validation/interpretation of diagnostic test results, collaborate with other departments as necessary to expedite resolution; Develop and test ASTM and HL7 LIS interface for Cepheid instrument by working with different LIS vendors currently in the market; Troubleshoot network/LIS connection issue by applying technical/configuration knowledge of TCP/IP protocol suite, Microsoft Windows network and performance management, mapping LIS test codes, result rules and translations; Assist customer with dry-testing to verify valid transmission between instrument-middleware-LIS system/EHR system; Log customer and internal complaints applying knowledge of complaint handling process and FDA regulations by using Salesforce CRM; Partake in implementation planning calls as Connectivity SME and collaborate across customer functions to ensure efficiency with instrument install, security clearance, network connection and LIS interface configuration; Escalate to and work with internal Product development teams on existing connectivity issues and new feature requests; Mentor colleagues to ensure accurate complaint handling and assists with complex troubleshooting; Provide feedback and input for team KPI measurements and improvements for the same; Maintain and update KPI and functional dashboards as per Teams request; Communicate product introductions and changes, implement technical product training for Technical Support; Identify and communicates product quality trends.

Education and Experience Required:

Bachelor's degree in Biomedical Engineering, Information Technology, or related field (willing to accept foreign education equivalent) plus two (2) years of experience in job or providing technical support in clinical laboratory instrumentations/software/systems.

Skills Set Required:

Experience must include troubleshooting network/connection issues relating to medical devices through application of technical/configuration knowledge of TCP/IP protocol suite, Microsoft Windows network and performance management, mapping LIS test codes, result rules and translations; Working with medical communication protocols: DICOM, PACS, ASTM, HL7, or POCT-1; Product Technical Support experience in medical device field; and Resolving critical technical and satisfaction issues and using CRM system.

Interested applicants should send their resume to Melissa Emerling at cepimmigration@cepheid.com with reference to the job title.

Keywords: Cepheid, Merced , Senior Connectivity Solutions Engineer , Science, Research & Development , Sunnyvale, California, California


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