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
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.
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