Field Service and Applications Specialist

Beckman Coulter Dx North America; Dammam; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Field Service and Applications Specialist to enhance the user base of diagnostic products. This role involves providing in-field assistance, technical support, and training for Cepheid Systems and Connectivity Solutions. You will collaborate with various departments to ensure high-quality customer care and demonstrate the clinical benefits of innovative technologies. If you have a passion for science and technology, and a strong background in laboratory work, this is an exciting opportunity to make a significant impact in healthcare.

Qualifications

• 5+ years of experience in Virology/Microbiology Laboratory work.
• Proficiency in Arabic and English is required.

Responsibilities

• Provide onsite technical direction and support to customers.
• Conduct technical seminars and presentations at customer sites.

Skills

PCR

Molecular Biology

Virology

Customer Support

Technical Presentations

Education

Bachelor’s Degree in Clinical Laboratory Science

Master’s Degree in relevant field

Tools

Diagnostic Equipment

SFDC (Salesforce)

Job description

Field Service and Applications Specialist

Key Purpose and Accountabilities:
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, providing high-quality customer care that exceeds expectations. Identify and work with a variety of customer stakeholders to demonstrate how Cepheid products can positively impact healthcare organizations and help customers fully understand and utilize the clinical benefits of Cepheid technology and products.

Position Summary

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, providing high-quality customer care that exceeds expectations. Identify and work with a variety of customer stakeholders to demonstrate how Cepheid products can positively impact healthcare organizations and help customers fully understand and utilize the clinical benefits of Cepheid technology and products.

Job Purpose

• Integrate Cepheid Systems, Connectivity Solutions, and assays into customer laboratories and support customers during evaluation, implementation, and accreditation for smooth and rapid Go Live.
• Demonstrate and train customers on Cepheid Systems, Connectivity Solutions, software, and reagents.
• Develop account strategies with Sales Representatives to rapidly increase Cepheid business.
• Conduct technical seminars and presentations at customer sites, trade shows, and workshops to promote Cepheid technology adoption.
• Provide enhancements for development and optimization of Cepheid solutions.
• Update territory status information, including installation and training records, site visits, expense reports, and travel logs.
• Contribute to technical material development and ensure all customer-facing technical materials are current.
• Provide on-site installation, maintenance, troubleshooting, and support to ensure smooth system startup.
• Perform preventive maintenance, upgrades, reactive repairs, installations, and de-installations efficiently and cost-effectively.
• Manage all aspects of field support, including hardware, software, networking, inventory management, and spare parts.
• Maintain knowledge of healthcare guidelines, economic studies, and protocols affecting the business, ensuring relevant information is provided to hospital stakeholders.
• Follow standard procedures for documentation, customer complaints, installations, training, and support using SFDC, and report market intelligence to the line manager.
• Maintain excellent customer relationships to ensure high satisfaction and system performance optimization.
• Support sales activities with technical expertise within KSA to grow the diagnostic product user base.

Training Responsibilities

• Complete all required training satisfactorily and on time.
• For managers, ensure team members attend and complete all required training.

Education and Experience

• Bachelor’s Degree in Clinical Laboratory Science, Biology, Biochemistry, or relevant field (Master’s preferred).
• At least 5 years of relevant experience in Virology/Microbiology Laboratory work, including PCR, Molecular Biology, Oncology, or Virology.
• Laboratory experience in patient sample collection, sample preparation, diagnostic equipment, and software.
• Proficiency in Arabic and English.

Other Requirements

• 75-80% on-site work with customers.
• Valid Saudi motor vehicle license.
• Limited travel within KSA, with some international travel to UAE or France for training.
• Work environment mainly in a lab setting.
• Potential for overtime and weekend work for training or events.

Join our team to help accelerate the impact of science and technology. For more information, visit www.danaher.com. We value diversity and the unique perspectives it brings to our workforce and markets.