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Field Service and Application Specialist Tanzania(Mwanza)

Thursday, June 17, 2021

 

POSITION SUMMARY: 

  • Ensure customer satisfaction through effective troubleshooting, repair, installation, and maintenance of GeneXpert and Infinity products. Address customer support issues promptly and professionally. 

Key Accountabilities:

  • 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 program 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.
  • 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 Kenya and in surrounding Eastern African countries to support a growing user base of diagnostic products.
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Experience, qualifications, skills required:

  • High School degree (or equivalent experience) with 4-6 years of related work experience OR
    AA or Technical Trade Degree with 2-4 years of related work experience.
  • Diploma Engineering or Biology, Bachelor’s Degree with experience in Molecular Biology an advantage.
  • Must have experience working with various KOL’s within Tanzania.
  • Local language knowledge such as Kiswahili 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.
  • Results driven and self-motivated with a demonstrated ability to achieve measurable goals.
  • Ability to learn the complexities of working in a diagnostic industry where compliance to regulation is vital.
  • Technical support and training experience in reagent and instrumentation for Clinical Diagnostics.
  • Experience of generating leads, winning accounts and identifying sales opportunities.
  • Strengths in networking and relationship development.
  • Strong oral and written communications skills including presentation skills.

Qualities/Competencies:

  • Strong team-player, someone who is motivated and driven to provide a good customer experience.
  • Display sensitivity to build and develop relationships with key partners.
  • Planning and Execution: Excellent project management and prioritization skills. A proven eye for business. Able to deliver results despite shifting environment.
  • High compliance and integrity standards and strict adherence to the Danaher policies.

Other Requirements:

  • Required to spend around 80% on-site with customers.
  • Valid motor vehicle license.
  • Travel mostly limited to Eastern African countries, but will include some worldwide travel to France.
  • 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.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out


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