Danaher Corporation Field Service Application Engineer in Edmonton, Alberta
ESSENTIAL JOB RESPONSIBILITIES:
Provide system, software, assay, and maintenance demonstration/training to customers
Manage customer system and assay from installation to customer go-live
Provide customer education and technical expertise by introducing product clinical values and demonstrating product features to meet customers unmet needs
Manage customer data in the company CRM, SAP as requested by sales/marketing and adherence to Cepheid SOP’s
Coordinate scheduling of other Cepheid resource utilization within the Territory including Sales, Marketing and Technical Support
Collect and share market and competitive intelligence to sales organization
Jointly support account strategies with Sales aimed at increasing Cepheid business and retaining current business.
Understand and know clinical environment and competitor products
Travel throughout a designated service region on short notice to support customers
Provide occasional weekend service support
Achieve and exceed Customer Satisfaction objectives
Isolate and fix problems in malfunctioning equipment or software
Provide timely repair, preventive maintenance, and installation of equipment
Ensure that we meet KPIs and participate / lead Continuous Improvement programs
Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters
Regular communication with Supervisor and Coordinators for scheduling
Timely return of parts, including follow up for collections and delivery
Ensure all required trainings on technical and compliance completed in a timely manner
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time.
Education and Experience:
High School diploma (or equivalent) with 2-4 years of experience in a call center/service or product support role OR
AA or Technical Trade Degree with 1-2 years of related work experience
- Bachelor’s degree in Life Science or with work experience in Biotechnology, Medical Device Industry or Medical Technology (or equivalent)
Knowledge and skills:
Customer oriented – understands customer expectations and can empathize with customer & patient needs
Knowledge and use of commercial computer application packages (MS Office)
Familiarity with SalesForce.com (or similar CRM System) a plus
Able to follow complex procedures and processes
Excellent written and verbal communication skills
Curious & self-motivated with ability to learn a complex technology platform quickly
Proactively analyzes situations and propose appropriate actions
Works independently in a structured manner with the ability to prioritize critical tasks
Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality
Thrives in a dynamic and fast-paced environment
Physical Demands & Working Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing the duties of this job, the employee is routinely required to walk, sit, stand, use hand to handle or feel objects, utilize tools or controls; reach with hands and arms; balance, stoop, bend, talk and hear.
The employee must occasionally lift and/or move up to 45 lbs. to a height of 5 feet
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Repetitive movements (computer and cartridge set up) and long periods of screen time and office hours.
This position will require heavy travel by car and flying in and out of airports with possible long wait times.
Work environment: While performing the duties of this job, most work is in a lab environment setting. Lighting and temperature are adequate. The noise level in the work environment is usually moderate to loud.
May be requested to work overtime and weekends for special program events and travel in short notice.
Travel: up to 75% with overnights
Language: English (French as secondary language)
Other: Valid driver license
Vendor credentialing: A function of this position is the ability to pass vendor credentialing requirements imposed by assigned customers, which can include, by way of example only, periodic background checks and drug screening, immunizations, and training, and may vary by customer and change from time-to-time. The Company pays the cost for any such vendor credentialing requirements.
Reside in designated area
People management or leadership experience
Field Service Engineers
Clinical Solutions Team
Key opinion leaders
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
Cepheid is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
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