Field Service Engineer CPT
Cepheid
Johannesburg, South Africa
23h ago

POSITION SUMMARY :

  • Ensure customer satisfaction through effective troubleshooting, repair, installation, and maintenance of GeneXpert and Infinity products.
  • Address customer support issues promptly and professionally. The position is based in Cape Town

    PRIMARY JOB RESPONSIBILITIES :

  • Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performance
  • Proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and de-installations, in a timely, productive, and cost-effective way
  • Train customers in the appropriate maintenance of systems.
  • 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
  • Manage all aspects of field support, which is not limited to system hardware and software, PCs, and networking / wireless networking
  • SECONDARY JOB RESPONSIBILITIES :

  • Provides technical direction and support to customers on instrument operation, assay development, and maintenance of company products.
  • Install instrumentation, train customers and ensure a smooth and rapid start-up for new customers
  • Introduce the Cepheid instrumentation, software and reagents to customers upon installation
  • Integrate Cepheid instruments into customer laboratories and provide customer support to the customer during the evaluation and validation process
  • Assist in the development and optimization of assays on Cepheid instrumentation
  • Work closely with sales, marketing and QA / QC to address customer concerns, determine corrective action and customer follow-up
  • Spares management including stock levels, request and despatch
  • Ensuring correct documents and stickers get sent with new instruments
  • Perform monthly cycle counts on workshop / warehouse inventory as well as car stock
  • ACCOUNTABILITIES :

  • Troubleshoot, repair and recalibrate Cepheid instruments following approved procedures
  • Provide clear and concise documentation for all work in accordance with company procedures and ISO / QSR requirements
  • Proactively participates in the quality systems and quality improvement
  • Comply with ISO 13485 requirements and maintain effectiveness of the quality management system
  • Complete accurate service records both electronically and manually
  • May be required to write PDR or NCR as directed by the Manager
  • Perform visual final inspection (QA) and order / replenish parts for service
  • Ensuring certificate of compliance get copied and filed
  • ADDITIONAL REQUIREMENTS :

  • Possess the ability to work with customers and vendors at both business and technical level
  • An exceptional time management skill is a must
  • Capable of explaining technical procedures in writing or verbal is essential
  • Ability to work independently and self-motivated is required
  • Must be able to travel approximately 75% of the time
  • Fluent in English
  • Understands and complies with the rules, regulations, policies, and procedures
  • Ability to establish and maintain effective working relationships with internal and external customers
  • OTHER REQUIREMENTS :

    This role involves frequent travelling national and internationally.

    Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

    The EEO is the Law poster is available here.

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form