Cepheid
life sciences, diagnostics and biotechnology
FieldServiceEngineer
“Field Service Engineer at Cepheid. Skills: field service, Medical Diagnostics products, technical troubleshooting, customer support, preventative maintenance, Microsoft Excel, Microsoft PowerPoint. installation of diagnostic equipment. preventative maintenance of diagnostic equipment”
What You'll Achieve.
guarantee the best possible performance and regulatory compliance of diagnostic equipment; protect patient safety; fortify long-term customer loyalty; ensure high system availability; provide exceptional on-site support; Achieve and exceed Customer Satisfaction objectives; meet KPIs; Maximize system performance; minimize downtime; ensure a smooth and rapid start-up for new customers; evaluate their service performance for customers
Industry & Context.
rapid technical troubleshooting; Perform routine standard procedures to isolate and fix problems in malfunctioning equipment or software; resolve customer; problem resolution
40 % travel, overnight, within territory or locations, valid driver’s license with an acceptable driving record, ability to lift 45 lbs (20Kg) over the shoulder and place the equipment into a slot within a unit that is 5 feet (1, 5m) high, ability to maneuver/push equipment (weighing over 1, 000 lbs / 500kg) on wheels, Provide occasional weekend service support within a short period of time when needed
What They're Looking For.
Must Have
4-6 years’ experience in field service, experience with Medical Diagnostics products, proficient in reporting activities, maintaining local spare parts inventory recording, travel expenses are necessary, monthly service activities reports, monthly inventory stock for spare parts, on time monthly expenses submission, Highly skilled in Microsoft Excel and PowerPoint, capability to perform data analysis utilizing Excel formulas and charts for data insights and client presentations, Ability to travel – 40 % travel, overnight, within territory or locations, valid driver’s license with an acceptable driving record, able to lift 45 lbs (20Kg) over the shoulder and place the equipment into a slot within a unit that is 5 feet (1, 5m) high, ability to maneuver/push equipment (weighing over 1, 000 lbs / 500kg) on wheels
Nice to Have
previous experience in Computer hardware and software repairs, Configuration of network devices to interface Cepheid product to local networks
What You'll Do.
installation of diagnostic equipment
preventative maintenance of diagnostic equipment
rapid technical troubleshooting of diagnostic equipment
coordination with Authorized Service Providers (ASP) in various countries
providing support to end customers
travel throughout a designated service region to support products and field service partners
occasional weekend service support
partnering with Field Application Specialist group for installations and customer training
support of highly technical and/or sophisticated products
performing routine standard procedures to isolate and fix problems in malfunctioning equipment or software
documenting and reporting product design reliability and maintenance issues to technical support
proactive preventive maintenance and repair
reactive repairs and calibration
installations and de-installations
resolving customer issues
using CRM/SFDC for compliance and adherence to Cepheid Standard Operating Procedures
participating/leading Continuous Improvement programs
training customers in appropriate system maintenance
educating customers on Cepheid product availability
maximizing system performance
interpreting customer needs
taking responsibility for problem resolution
liaising with the customer on administrative and technical matters
installing instrumentation
ensuring smooth and rapid start-up for new customers
coordinating with ASPs and service partners throughout SEA countries
offering support for case escalation and engineering issues
holding regular meetings with ASPs to evaluate their service performance
How You'll Work.
Team & Collaboration
Partner with the Field Application Specialist group; Work closely with cross-functional teams as required to resolve customer; Coordinate with ASPs (Authorized Service Providers) and service partners throughout SEA countries; Hold regular meetings with ASPs
Communication Scope
client presentations
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