Field Service Specialist

Job Purpose

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

Follow normal standard of work for documentation and customer complaint handling to ensure total customer satisfaction

Monitor sites and provide user trainings (system, software, assays 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 programmed 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 / upgrades, 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

Jointly develop account strategies with Sales Representatives aimed at increasing Cepheid business

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 sales team with pre- and post-sale technical activities both within KSA to support a growing user base of diagnostic products

TRAINING RESPONSIBILITIES: (REQUIRED)

Complete all assigned and required training satisfactorily and on time

Education and Experience:

Bachelor’s degree with 3-5 years of experience

A minimum of 1-2 years of Field Service & diagnostic market experience is an advantage

Bachelor’s Degree in Biomedical/Technical with experience in Molecular Biology an advantage

Local language knowledge proficiency (Arabic) is a must have along with Fluency in English is preferred

Hands-on Experience with Troubleshooting & servicing Complex diagnostics Instruments

Hands-on experience with lab automation systems

Hands-on experience with LIS/connectivity

Clinical Laboratory focus along with experience in molecular and microbiology techniques

Results driven and self-motivated with a demonstrated ability to achieve measurable goals

Technical support and training experience in assays and instrumentation for Clinical Diagnostics

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:

Demonstrated excellent customer relations/service skills

Strong knowledge of medical diagnostics market

Excellent presentation skills

Experience in customer training (Application & Technical Service)

Self-assured and calm under pressure

Good communication skills

Self-motivated and independent problem solving

Goal oriented, results driven

Strong interpersonal and communication skills

Works independently and team orientated

Networking skills to grow the business

Proficient in computer skills (Excel, Word, PowerPoint, Lotus Notes/Outlook)

Demonstrated Teamwork, autonomy, availability, organizational awareness.

Cultural sensitivity to work in an international group

Experience with CRM, SAP or similar

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

Valid Saudi motor vehicle license

Travel mostly limited within KSA, but will include some worldwide travel to UAE or France for training purposes

The individual may be asked to do other job duties as required by the business

Work environment: While performing the duties of this job, most work is in a lab environment setting.

May be requested to work overtime and weekends for special training programs or events.

Ability to lift safely and/or move up to 16 kilograms

At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybridwork arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.

At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit

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.