Field Service Application Specialist

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Description :



Ensure customer satisfaction through effective installation, training, maintenance and troubleshooting of GeneXpert OMNI products. Addresses customer issues promptly and professionally, onsite and remotely.


Essential


JOB RESPONSIBILITIES:

Integrate Cepheid instruments into customer laboratories and provide support to the customer during the evaluation and validation process.

Provide maintenance and troubleshooting to ensure a smooth and rapid start-up for customers.

Install instruments, train users on assay and ensure a smooth and rapid start-up for new customers.

Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performance

Priority with personal and surrounding safety-first approach and EHS Policy adherence

Reinforce processes to get support from Cepheid in case of problem

Proactive preventive maintenance & data transfer, installations and de-installations, in a timely, productive, and cost-effective way

Monitor sites and provide trainings (system, software, reagents and connectivity)

Record information related to field activities, installations, training, customer support and follow-up in SalesForce.com as well as market intelligence data and report to the program manager

Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters

Manage all aspects of field support, which is not limited to system hardware and Mobile device and networking/wireless networking

Work closely with internal stakeholders to address customer concerns, determine corrective action and customer follow-up

Spares management including stock levels. Manage inventory for car stock and other required spare parts

Secondary Job Responsibilities:

Provides technical direction, documentation and support to customers on instrument operation, assay development, and maintenance of company products following approved procedures.

Support the logistics of kit management and delivery to the defined customers.

Work closely with sales and customer care to address customer concerns, determine corrective action and customer follow-up

Spares management including stock levels, request and dispatch

Ensuring correct documents and labels are sent with new instruments

Perform monthly cycle counts of the car stock

Troubleshoot, support Cepheid instruments following approved procedures

Provide clear and concise documentation for all work in accordance with company procedures and ISO/QSR requirements

Feedback any improvements

Complete accurate service records both electronically and manually

TRAINING RESPONSIBILITIES: (REQUIRED)

Complete all assigned and required training satisfactorily and on time

MINIMUM REQUIREMENTS:


Education or Experience (in years):

Bachelor’s degree with 3+ year of related work experience OR

Master’s degree in field with 1+ year of related work experience OR

Knowledge and skills:

Experience in Clinical Laboratory setting along with experience in molecular or microbiology

Diploma or Bachelor degree in Engineering or Biology, experience in Molecular Biology an advantage

Dedication to customers and service

Capable of explaining technical procedures in writing or verbal is essential

Ability to follow defined processes and protocol is key

An exceptional time management skill is a must

Ability to work and maintain effective working relationships with internal and external customers

Results driven and self-motivated with a demonstrated ability to achieve measurable goals

Other:

Driving License

Fluent in English and local dialects, as needed

Travel in-country approximately 80% of the time with exceptional international travels

Work independently and self-motivated

Understands and complies with the rules, regulations, policies, and procedures

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.


When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.


At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.


If you’ve ever wondered what’s within you, there’s no better time to find out.



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