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 .

　　ESSENTIAL JOB RESPONSIBILITIES:

　　Provide onboarding support for new Authorized Service Providers through on job training for Field Service teams.

　　Supporting Authorized Service Providers with proper reporting and monitoring of its responsibilities & Key Performance Indicators to Cepheid and customers/stakeholders

　　Travel within MEA to provide field service support for Cepheid GeneXpert Product lines.

　　Integrate Cepheid instruments into customer laboratories and provide support to the customer during the evaluation and validation process as well as audit customer site to ensure site compliance.

　　Provide service escalation support to Authorized Service Providers (ASP) within the region and extend support into African countries where an active ASP is not present, or where any additional support may be needed.

　　Work closely with internal stakeholders, primarily the Technical support team, to address customer complaints and determine corrective action for follow up with customers.

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

　　Point of contact for in- country service escalations by customers

　　Coordinate resolution of escalated technical cases by referring to appropriate escalation process, providing feedback to customers, internal sales and line manager, following up until resolved and closing case within customer expectations.

　　Follow-up with customers after escalated cases are closed by contacting clients via telephone or email, verifying case is fully resolved, liaising with ASP to reopen/open cases if the issue is reoccurring and resolve within deadline.

　　Provide direct support and feedback to the MoH upon request and under direction based on business needs.

　　Provide feedback to Authorized Service provider and coming up with improvement initiatives as discussed and approved by Line Manager.

　　Conduct customer visits (where necessary with Authorized Service Provider Representatives) for any customer feedback and improvement.

　　Field Qualified Leads shared with Cepheid for HBDC and Distributor for Commercial

　　Monthly reporting of in- country/any other activities to the Regional Service Manager.

　　TRAINING RESPONSIBILITIES: (REQUIRED)

　　Coordinate or provide where necessary Application Training for customers and on-the-job training for engineers as part of escalation support in the assigned region/s.

　　Complete all assigned and required training satisfactorily and on time.

　　Education or Experience (in years):

　　• Bachelor of Technology in Electronics, N6 Electronics, Instrumentation qualification essential and/ Bio-medical technologist diploma or an equivalent qualification.

　　• Understanding of computer hardware and composition and be computer literate.

　　Language

　　Fluent in both FRENCH and ENGLISH (Advanced)Knowledge and skills:

　　Significant experience within a fast-growing, complex solution-based business in a high-technology product/service sector.

　　Experience in the medical device, healthcare or diagnostics field is a strong advantage.

　　Experience in dealing with the Public Sector market within the region.

　　Experience of providing service/support within the region

　　Ability to work collaboratively across the organization including sales, service, technical support, marketing, and business management functions.

　　Record of substantial over-achievement of goals.

　　Proven record of building a strong organization; ability to manage, mentor, and coach team to success.

　　Demonstrated strong strategic and analytical skills as well as solid business acumen.

　　Strong Planning and Time Management skills.

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

　　Highly developed communication skills and ability to work effectively in a global setup.

　　Ability to timely make critical decisions.

　　When you join us, you’ll also be joining Danaher’s global organization, where 80,000 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 (https://www.danaher.com/how-we-work/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.

　　Operating Company: Cepheid