Field Service and Applications Specialist

Danaher - Global; Johannesburg; On-site; ZAR 350,000 - 500,000; Full time

Job summary

A leading company in the diagnostics field seeks a Technical Support Specialist to provide on-site installation, maintenance, and training for Cepheid instruments. Candidates should hold a relevant diploma or degree and possess strong technical support and communication skills. The position involves significant customer interaction across Southern African countries, making adaptability and customer service dedication essential.

Qualifications

• Experience working with KOLs within Zimbabwe and knowledge of clinical laboratories.
• Fluency in local languages such as Shona and Ndebele is desirable.
• Experience in molecular and microbiology techniques.

Responsibilities

• Provide on-site installation, maintenance, and troubleshooting for Cepheid instruments.
• Develop and maintain customer relationships, ensuring satisfaction and performance optimization.
• Assist the HBDC sales team with technical activities to grow user base.

Skills

Technical support

Training experience

Relationship development

Strong communication skills

Project management skills

Education

Diploma in Engineering or Biology

Bachelor’s Degree in Molecular Biology

Job description

Key Purpose and Accountabilities:

Job Purpose:

Technical

• Provide on-site installation of systems, maintenance and troubleshooting to ensure a smooth and rapid start-up for customers.
• Integrate Cepheid instruments into customer laboratories and provide support to the customer during the evaluation and validation process
• Monitor sites and provide trainings (system, software, reagents and connectivity).
• Record information related to installations, training, customer support and follow-up in SFDC as well as market intelligence data and report to the programme manager
• Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performance
• Conduct proactively preventive maintenance and modifications, reactive repairs and installations and de-installations, in a timely, productive, and cost-effective way
• Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters
• Manage all aspects of field support, which is not limited to system hardware and software, PCs, and networking

• Work closely with internal stakeholders to address customer concerns, determine corrective action and customer follow-up
• Spares management including stock levels
• Manage inventory for car stock and other required spare parts

Commercial

• Interacting with stakeholders on the ground to generate demand for testing on the installed base, identify potential new assays that can be added to the menu and collaborate with Cepheid team to allow fast adoption and implementation.
• Assist the HBDC sales team with pre- and post-sale technical activities both within Zimbabwe and in surrounding Southern African countries to support a growing user base of diagnostic products

Experience, qualifications, skills required:

• Diploma Engineering or Biology, Bachelor’s Degree with experience in Molecular Biology an advantage
• Must have experience working with various KOL’s within Zimbabwe
• Local language knowledge such as Shona and Ndebele desirable
• Clinical Laboratory focus along with experience in molecular and microbiology techniques
• Results driven and self-motivated with a demonstrated ability to achieve measurable goals
• Knowledge of diagnostic market
• Technical support and training experience in reagent and instrumentation for Clinical Diagnostics
• Experience working in Africa is an advantage
• Expertise with generating commercial leads
• Experience with customer base within territory a plus
• Strengths in networking and relationship development
• Strong oral and written communications skills
• 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:

• Dedication to customers and service
• Knowledge of medical diagnostics market
• Excellent presentation skills
• Experience in customer training
• Self-assured and calm under pressure
• Good communication skills

• Strong team player
• 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 80% on-site with customers
• Travel mostly limited to Southern African countries, but will include some worldwide travel
• The individual may be asked to do other job duties as required by the business
• Will be required to work after hours from time to time
• Ability to lift at least 30 lbs

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. 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.

For more information, visit www.danaher.com.

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