[Hiring] Instruments Support Engineer @Danaher

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.
• Ability to travel 15%, in Europe, occasionally outside Europe.

Benefits

• Comprehensive, competitive benefit programs that add value to our lives.
• Health care program.
• Paid time off.
• Remote work arrangement eligibility.

Company Description

At Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests. Our mission drives us to develop groundbreaking solutions for the world’s most complex health challenges.