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Customer Service Liaison

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At Cepheid, we are passionate about improving healthcare 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.

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. 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.

The primary point of contact for requests linked to Technical Service for systems installed is the Service Coordinator. This role is responsible for reassuring customer satisfaction through high-quality service administration (Back-office management: order management, service contracts, logistics, invoicing).

In this role, you will have the opportunity to:

  • Enter and manage service requests linked to instrumentation into the service management software.
  • Manage service requests from quotation to delivery and customer satisfaction.
  • Monitor and ensure contracts are updated in a timely manner.
  • Manage invoicing, issue of credit notes, and return of goods.
  • Ensure Install Base Updates & Accuracy in ERP as necessary.
  • Manage Inter/Intra country forward and reverse movement of goods, spare parts, etc.
  • Monitor stock inventory and request replenishments accordingly.
  • Identify, develop, and implement improvements to support processes and procedures.
  • Adhere to Quality Management System procedures and team objectives.
  • Perform additional tasks as assigned by Manager.

This position requires fluency in Arabic and English (written and oral) with knowledge of international trade rules in KSA. Familiarity with SAP, Oracle, or similar ERP Systems, as well as Salesforce.com / ServiceMax, is also required.