Field Service and Applications Specialist - Molecular Diagnostics (Dammam, Eastern Region)
Cepheid Riyadh, Saudi Arabia Category Customer Support Job Id R1263947 Location Riyadh, Saudi Arabia Our career site no longer supports applications submitted via Internet Explorer. For a better experience, we recommend using Chrome, Firefox, Edge, or Safari. Thank you.
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JOB DESCRIPTION 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 customer-facing technical material is updated.
Provide on-site installation of systems, maintenance, and troubleshooting to ensure a smooth and rapid start-up for customers
Conduct proactively preventive maintenance and modifications/upgrades, reactive repairs and installations, and de-installations, in a timely, productive, and cost-effective 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 follow-up 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 pre-and post-sale 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
Local language knowledge proficiency (Arabic) is a must-have along with Fluency in English is preferred
Knowledge in the local policies, guidelines for quality & CAP/CBAHI accreditations
Hands-on experience with lab automation systems
Hands-on experience with LIS/Connectivity
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 in generating commercial leads
Value selling skills
Experience with customer base within territory a plus
Strengths in networking and relationship development.
Strong oral and written communication skills.
Experience with CRM, SAP, or similar
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 the 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-oriented
Networking skills to grow the business
Proficient in computer skills (Excel, Word, PowerPoint, Lotus Notes/Outlook)
Demonstrated Teamwork, autonomy, availability, and organizational awareness.
Cultural sensitivity to work in an international group
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 75%-80% on-site with customers
· Repetitive movements (c
