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, Parkway-South Sacramento , Senior Connectivity Solutions Engineer , Science, Research & Development , Sunnyvale, California, California