Field Service and Applications Specialist

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Talent Pal Full time
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 world's 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, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's 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 customerfacing technical material is updated.
  • Provide onsite installation of systems, maintenance, and troubleshooting to ensure a smooth and rapid startup for customers
  • Conduct proactively preventive maintenance and modifications/upgrades, reactive repairs and installations, and deinstallations, in a timely, productive, and costeffective 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 & protocols' 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 followup 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 preand postsale 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:

  • Bachelor's 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

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