Field Service and Applications Specialist

At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the worldâs most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, weâre working at the pace of change to improve patient lives with diagnostic tools that address the worldâs biggest health challenges.

Provide in-field assistance for pre and post-sales technical activities with a primary emphasis on growing the user base of diagnostic products. Provide onsite technical direction and support to customers on instrument operation, assay implementation, and accreditation of company products. Make technical presentations and conduct product demonstrations for customers. Work collaboratively with Sales, Marketing, Scientific Affairs, Technical Support, Service, and global business units to identify and assess customer needs and provide high-quality customer care exceeding expectations. Identify and work with a variety of customer stakeholders to demonstrate how the family of Cepheid products can positively impact healthcare organizations and to help customers to fully understand & utilize the clinical benefits/impact of Cepheid technology & products.

Job Purpose:

• Integrate Cepheid Systems, and Connectivity Solutions as well as assays into customer laboratories and provide support to customers during the evaluation, implementation, and accreditation process for a smooth and rapid Go Live.

• Demonstration/Training of Cepheid Systems and Connectivity Solutions, software, and reagents to current and potential customers.

• Jointly develop account strategies with Sales Representatives aimed at increasing Cepheid business as rapidly as possible.

• Conduct technical seminars and presentations at customer sites, trade shows, and workshops to drive thought leader adoption of Cepheid technology.

• Provide enhancements for the development and optimization of Cepheid solutions.

• Ensure territory status information is updated as requested:  including but not limited to installation and training records, site visits, expense reports, and travel calendar

• Participate in Technical material development and ensure all FSAS customer-facing technical material is updated.

• Provide on-site installation of systems, maintenance, and troubleshooting to ensure a smooth and rapid start-up for customers

• Conduct proactively preventive maintenance and modifications/upgrades, reactive repairs and installations, and de-installations, in a timely, productive, and cost-effective way

• Manage all aspects of field support, which is not limited to system hardware and software, PCs, and networking, inventory management for car stock and other required spare parts

• Maintain solid knowledge about international & national/regional guidelines, health economic studies & protocolsâ developments in the healthcare services anticipating potential negative and positive impacts on the business to ensure all studies and material is provided to and understood by hospital stakeholders

• Follow the normal standard of work for documentation, customer complaint handling, installations, training, customer support, and follow-up in SFDC as well as market intelligence data and report to the line manager

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

• Assist the sales team with pre-and post-sale technical activities both within KSA to support a growing user base of diagnostic products

TRAINING RESPONSIBILITIES:

• Complete all assigned and required training satisfactorily and on time

• For people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.

Education and Experience: 

• Bachelorâs Degree in Medical Sciences with experience in Micro/Molecular Biology is a must (Masters Degree is a plus)

• Clinical Laboratory Science with 5 years of relevant experience as a Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory

• Laboratory Experience in one or more of the following preferred:

PCR and Microbiology, Molecular Biology Oncology or Virology Patient sample collection practices and workflow Sample preparation practices and methodologies Laboratory analytical diagnostic equipment, medical devices, and software

• Local language knowledge proficiency (Arabic) is a must-have along with Fluency in English is preferred

• Knowledge in the local policies, guidelines for quality &  CAP/CBAHI accreditations

• Hands-on experience with lab automation systems

• Hands-on experience with LIS/Connectivity

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

• Technical support and training experience in assays and instrumentation for Clinical Diagnostics

• Expertise in generating commercial leads

• Value selling skills

• Experience with customer base within territory a plus

• Strengths in networking and relationship development.

• Strong oral and written communication skills.

• Experience with CRM, SAP, or similar

• Excellent technical presentation skills for group and one-on-one presentations 

• Integrates with the sales team in planning and executing business growth strategy

• Networks with the scientific community to grow the business

Qualities/Competencies:

• Demonstrated excellent customer relations/service skills

• Strong knowledge of the medical diagnostics market

• Excellent presentation skills

• Experience in customer training (Application & Technical Service)

• Self-assured and calm under pressure

• Good communication skills

• Self-motivated and independent problem-solving

• Goal-oriented, results-driven

• Strong interpersonal and communication skills

• Works independently and team-oriented

• Networking skills to grow the business

• Proficient in computer skills (Excel, Word, PowerPoint, Lotus Notes/Outlook)

• Demonstrated Teamwork, autonomy, availability, and organizational awareness.

• Cultural sensitivity to work in an international group

• Demonstrated excellent time management and organization, project management skills

• High compliance and integrity standards and strict adherence to the Danaher policies

Other Requirements:

·       Required to spend around 75%-80% on-site with customers

·       Repetitive movements (computer and cartridge set up) and long periods of screen time and office hours.

·       Valid Saudi motor vehicle license

·       Travel is mostly limited within KSA, but will include some worldwide travel to UAE or France for training purposes

·       The individual may be asked to do other job duties as required by the business

·       Work environment:  While performing the duties of this job, most work is in a lab environment setting. 

·       May be requested to work overtime and/or weekends for special training programs or events.

At Cepheid we believe in designing a better, more sustainable workforce.  We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.  This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home.  Additional information about this hybrid work arrangement will be provided by your interview team.  Explore the flexibility and challenge that working for Cepheid can provide. 

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrowâs 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. Our global teams are pioneering whatâs next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

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.