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Danaher Corporation 区域售后服务工程师 in Nanchang, China

Complete field-based activities to support Cepheid product portfolio. Ensure customer satisfaction through effective troubleshooting, repair, and maintenance of GeneXpert products. Address customer support issues promptly and professionally throughout region. High productivity and initiative to assist with the rapid growth of China install base in a highly professional manner. Interface regularly with local distributors and commercials teams on all Customer Care related issues and situations.

ESSENTIAL JOB RESPONSIBILITIES:

• Proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and de-installations, in a timely, productive, and cost-effective way

• Work closely with cross functional teams as required to resolve customer requests

• Using CRM and internal systems to ensure compliance and adherence to Cepheid SOP’s

• Ensure that we meet KPIs and participate / lead Continuous Improvement programs

• Train customers and distributors in the appropriate maintenance of systems

• Educate customer and distributors on Cepheid product availability, including system and assay portfolio

• Maximize system performance and minimize downtime

• Interpret customers’ and distributors needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters

• Install instrumentation, train customers and distributors and ensure a smooth and rapid start-up for new customers

• Demonstration of Cepheid instrumentation, software and reagents to customers and distributors

• Regular communication with Supervisor and Coordinators for scheduling

• Timely return of parts, including follow up for collections and deliveries

• Integrate Cepheid instruments into customer laboratories and provide customer support to the customer during the evaluation and validation process

Education and Experience (in years):

  • Bachelor's degree (B.S./B.A.) in Life Sciences, Engineering or equivalent experience

  • 2 or more year of prior experience using and/or servicing of scientific instruments and software.

Knowledge and skills:

  • Ability to use MS office

  • Expert knowledge of troubleshooting and problem-solving procedures

  • Expert communication skills both written and verbal

Other:

  • Willing to travel more that 60% of the time

    Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

Operating Company: Cepheid

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