Customer Support & Service Specialist

Overview

The Customer Support & Service Specialist (CSS), South Asia is the first point of contact within Customer Care, providing end-to-end customer support, first-level technical troubleshooting, service coordination and order-related assistance for Cepheid products and solutions.

What you'll do

• Manage customer inquiries, complaints and technical support cases from initial contact through resolution, providing first-level troubleshooting, timely updates and clear customer communication.
• Drive First Contact Resolution (FCR), First Fix Resolution (FFR), Mean Time to Resolution (MTTR) and customer experience objectives while maintaining case ownership and minimizing customer downtime.
• Coordinate service activities, including break-fix support, preventive maintenance, installations, work orders, replacement parts, service logistics and Field Service Engineer scheduling.
• Escalate complex technical, application, quality or service issues to the appropriate support teams while continuing to coordinate progress and customer communication.
• Prepare quotations and process purchase orders, sales orders, invoices, warranty requests, contracts and Return Material Authorizations in accordance with company procedures.
• Maintain complete and accurate customer, complaint, investigation and resolution records in Salesforce, SAP, complaint management systems and other customer support tools, in compliance with Quality Management System and regulatory requirements.
• Identify and implement opportunities to improve customer experience, service effectiveness, operational efficiency and standard work through continuous improvement.

What you'll need

• Bachelor's degree in engineering, Biomedical Engineering, Biotechnology, Electronics, Life Sciences, Clinical Laboratory Science or a related discipline, with 5 or more years of relevant experience; or a master's degree with 3 or more years of relevant experience.
• Experience in customer support, technical support, service coordination, order management, medical devices, life sciences, healthcare or a related customer-facing environment.
• Working knowledge of hardware, software, computer systems, connectivity, assays, laboratory workflows, diagnostic equipment or medical devices, with demonstrated troubleshooting experience.
• Experience using CRM, ERP, complaint-management or customer-support platforms such as Salesforce and SAP, together with proficiency in Microsoft Office applications.
• Ability to work from Bangalore, India, and support customers and cross-functional teams across South Asia.

Nice to have

• Experience in PCR, microbiology, molecular biology, oncology, virology, patient sample collection, sample preparation or clinical laboratory workflows.
• Experience with customer experience measures and programs, including NPS, CES, CSAT and Voice of Customer.
• Experience with Power BI, Snowflake, data reporting or continuous improvement methods used to improve service performance and customer experience.

Details

• Location: Bangalore, India, supporting customers across South Asia.
• Reports to the Manager, Customer Support & Service Coordination, South Asia, within the Customer Care organization.
• Ability to travel within South Asia as required to support business, customer, training or service needs.