Field Service Specialist

2 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Danaher 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.Key Purpose and Accountabilities:POSITION SUMMARY:Provide technical direction and support to customers on instrument operation, assay implementation and accreditation, maintenance of company products. Make technical presentations and conduct product demonstrations for customers. Work collaboratively with Sales, Marketing, Scientific Affair, Technical Support, Service and global business units to identify and assess customer needs and provide high quality customer care exceeding expectations. Provide in-field assistance for pre- and post- sale technical activities with a primary emphasis on growing the user base of diagnostic products.Job Purpose:
  • Provide on-site installation of systems, maintenance and troubleshooting to ensure a smooth and rapid start-up for customers.
  • Integrate Cepheid instruments into customer laboratories and provide support to the customer during the evaluation and validation process
  • Follow normal standard of work for documentation and customer complaint handling to ensure total customer satisfaction
  • Monitor sites and provide user trainings (system, software, assays and connectivity).
  • Record information related to installations, training, customer support and follow-up in SFDC as well as market intelligence data and report to the programmed manager
  • Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performance.
  • Conduct proactively preventive maintenance and modifications / upgrades, reactive repairs and installations and de-installations, in a timely, productive, and cost-effective way
  • 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 software, PCs, and networking
  • Work closely with internal stakeholders to address customer concerns, determine corrective action and customer follow-up
  • Manage inventory for car stock and other required spare parts
  • Jointly develop account strategies with Sales Representatives aimed at increasing Cepheid business
  • Interacting with stakeholders on the ground to generate demand for testing on the installed base, identify potential new assays that can be added to the menu and collaborate with Cepheid team to allow fast adoption and implementation.
  • 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: (REQUIRED)
  • Complete all assigned and required training satisfactorily and on time
Education and Experience:
  • Bachelor's degree with 3-5 years of experience
  • A minimum of 1-2 years of Field Service & diagnostic market experience is an advantage
  • Bachelor's Degree in Biomedical/Technical with experience in Molecular Biology an advantage
  • Local language knowledge proficiency (Arabic) is a must have along with Fluency in English is preferred
  • Hands-on Experience with Troubleshooting & servicing Complex diagnostics Instruments
  • Hands-on experience with lab automation systems
  • Hands-on experience with LIS/connectivity
  • Clinical Laboratory focus along with experience in molecular and microbiology techniques
  • 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 with generating commercial leads
  • Experience with customer base within territory a plus
  • Strengths in networking and relationship development.
  • Strong oral and written communications skills.
  • 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 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 orientated
  • Networking skills to grow the business
  • Proficient in computer skills (Excel, Word, PowerPoint, Lotus Notes/Outlook)
  • Demonstrated Teamwork, autonomy, availability, organizational awareness.
  • Cultural sensitivity to work in an international group
  • Experience with CRM, SAP or similar
  • 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 80% on-site with customers
  • Valid Saudi motor vehicle license
  • Travel 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 weekends for special training programs or events.
  • Ability to lift safely and/or move up to 16 kilograms
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 tomorrow's 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 what's next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit

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.

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