Instruments Support Engineer

The Instruments Support Engineer is responsible for providing advanced product support to customers (and internal teams) who require assistance with Cepheid's molecular diagnostics instruments and reagent (assay) products, ensuring timely resolution of hardware and assay-related technical issues that directly impact customer satisfaction and patient outcomes. This position reports to the Senior Manager, Technical Support and is part of the Technical Customer Support team, located in the United Kingdom and will be fully remote. In this role, you will have the opportunity to:

• Provide expert technical support via phone, email, and web, with primary focus on instrument hardware, software, system configuration, and connectivity, while supporting assay-related questions where they intersect with system performance and customer workflows.
• Investigate and resolve complex customer issues by collecting and documenting relevant information, replicating problems where possible, and applying structured root cause analysis across instrument functionality, software, peripherals, network communication, and LIS/middleware connectivity.
• Conduct advanced data analysis and systematic troubleshooting using knowledge of instrument hardware, operating software, network connectivity, interfaces, and system logs, while recognizing when assay, sample, or workflow factors may contribute to an issue.
• Investigate and resolve customer technical issues spanning instrument functionality, prioritizing critical cases to restore system uptime for customers and patients, while providing support remotely and through on-site customer visits as needed to troubleshoot complex issues and assist customers directly.
• Contribute to team learning and continuous improvement by sharing systems and troubleshooting expertise, updating knowledge resources, mentoring less-experienced colleagues, and supporting training on instruments, software, connectivity, and relevant assay workflows.
  
  Bachelor's degree (or equivalent practical experience) in Biomedical Engineering, Engineering, Computer Science, Information Technology, Life Sciences, or a related field. Relevant academic projects, internships, placements, laboratory experience, or professional experience supporting medical devices, diagnostic instrumentation, laboratory systems, or other complex technical platforms will be considered.
• 2-3 years experience in health care / biomedical /handling Medical Devices in the region and Knowledge of diagnostic market.
• A sound foundation in troubleshooting instruments and systems, including hardware, mechanical, electronic, firmware, software, configuration, or peripheral components, gained through education or experience in the medical technology, medical device, diagnostics, healthcare technology, or laboratory sectors.
It would be a plus if you also possess previous experience in:
• Working with customer relationship management (CRM) or complaint handling systems (e.g. Salesforce.com or similar tools) for technical support case management.
• Basic understanding of diagnostics and laboratory workflows, including basic familiarity with PCR-based testing, samples, reagents, and assay performance, or the ability to build this knowledge through training.
• Additional language proficiency (especially another European language such as French, German, Spanish, etc.) to support our diverse customer base.
Travel, Motor Vehicle Record & Physical/Environment Requirements:
• Ability to travel 15%, in Europe, occasionally outside Europe
  
  At Cepheid, one of Danaher's (https://danaher.com/our-businesses) 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.
You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life. At Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests. As a member of our team, you'll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us to develop groundbreaking solutions for the world's most complex health challenges. Together, we bring MORE change to the world. Learn about the Danaher Business Syste m which makes everything possible., At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide. Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit www.danaher.com .