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Danaher Corporation Field Service Engineer - Johannesburg in Bryanston, Gauteng, South Africa

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 Johannesburg

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.

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 (https://www.danaher.com/how-we-work/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.

Operating Company: Cepheid

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