Location : Christchurch, New Zealand
POSITION SUMMARY :
The Field Service and Applications Engineer is a field-based position responsible for supporting and growing the Cepheid business by offering technical / applications training and support among current and potential customers with effective trouble shooting, repair and maintenance of GeneXpert products in a designated territory.
The Position will work within the Customer Care team and report locally to the Customer Care Director.
ESSENTIAL JOB RESPONSIBILITIES :
Provide quality system, software, assay application and maintenance demonstration / training and support to customers.
Manage customer system and assay from installation, implementation to customer go-live (patient reporting) by following the ready set-go program for verification, validation and implementation of systems / assays.
Provide customer education and technical expertise by introducing product clinical values and demonstrating product features to meet customers’ unmet needs.
Manage customer data in the company CRM, SAP as requested by sales / marketing and adherence to Cepheid SOP’s.
Coordinate scheduling of other Cepheid resource utilization within the Territory including Sales, Marketing and Technical Support.
Collect and share market and competitive intelligence to sales organisation (public procurements, competitors, business partners).
Understand and know clinical environment and competitor products.
Travel throughout a designated service region on short notice to support the company's products and field service partners.
Provide occasional weekend service support within a short period of time.
Achieve and exceed Customer Satisfaction objectives
Perform routine standard procedures to isolate and fix problems in malfunctioning equipment or software.
Document and report the company's product "design reliability" and "maintenance issues" and / or problems to technical support.
Proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and de-installations, in a timely, productive, and cost-effective way
Ensure that we meet KPIs and participate / lead Continuous Improvement programs
Educate customer on Cepheid product availability, including system and assay portfolio
Maximize system performance and minimize downtime
Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters
Regular communication with Supervisor and Coordinators for scheduling
Timely return of parts, including follow up for collections and delivery
TRAINING RESPONSIBILITIES :
Ensure all required trainings on technical, compliance etc that are designated to the position are completed in a timely manner
MINIMUM REQUIREMENTS :
High School degree (or equivalent experience) with 4-6 years of related work experience ORAA or Technical Trade Degree with 2-4 years of related work experience.
Qualifications Knowledge, Skills, and Abilities
Ideally have a relevant Tertiary qualification.
Experience in the laboratory, medical or a related industry is required.
Basic knowledge of electrical engineering
Good understanding of the Pathology testing environment in ANZ
Ability to effectively communicate complex technical failures and method of resolution to business partners and customers is required.
Possess the ability to work with customers and vendors at both a business and technical level.
Proficient in computer hardware and software repair.
Ability to configure network devices and interface Cepheid product to local networks.
Good verbal and written skills capable of explaining technical procedures in writing or verbally.
Ability to work independently, manage time / priorities, and maintain composure under high levels of demand is necessary.
Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause and implement corrective action.
Proficient in reporting activities, maintaining local spare parts inventory recording, and travel expenses is necessary.
Mobility : able to travel up to 50% of the time including interstate and international travel
Creativity, high level of motivation, ethical approach in achieving business goals.
High level of energy, engagement and responsibility.
Proven track record of meeting or exceeding objectives & goals.
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.