Description

As part of Cepheid, a leading innovator within Danaher's Diagnostics Platform, this role is dedicated to driving excellence in molecular diagnostics and delivering a superior customer experience. The successful candidate will provide both pre- and post-sales technical support, with a balanced focus on Field Service Engineering (FSE) and Field Application Support (FAS) responsibilities (50/50).

You will play a key role in expanding Cepheid's user base, ensuring our systems are implemented seamlessly, and empowering laboratories to maximize the value of our solutions. Working collaboratively with Sales, Marketing, Scientific Affairs, Technical Support, and Service teams, you will be instrumental in achieving Cepheid's mission-to enable faster, more accurate diagnostic decisions that save lives.
Key Purpose and Accountabilities

Technical Excellence

• Install, configure, and maintain Cepheid diagnostic systems to ensure rapid, smooth start-ups for customers.
• Integrate instruments into laboratory workflows, supporting customers throughout evaluation, validation, and accreditation processes.
• Provide expert troubleshooting, preventive maintenance, and field repairs to guarantee optimal system performance.
• Deliver comprehensive user training covering system operation, software, reagents, and connectivity.
• Document all customer interactions, service activities, and feedback in Salesforce (SFDC), while collecting and reporting market intelligence.
• Build and nurture long-term customer relationships through proactive communication and technical excellence.
• Collaborate with internal stakeholders to resolve technical issues efficiently and ensure a best-in-class customer experience.
• Manage inventory of spare parts and car stock in alignment with company procedures.

Commercial Partnership

• Partner closely with Sales Representatives to design and execute account strategies that accelerate Cepheid's growth in the region.
• Engage key stakeholders to increase utilization of the installed base, identify opportunities to expand test menus, and drive rapid adoption of new assays.
• Contribute to commercial success through technical credibility, customer advocacy, and insight sharing.

Training Responsibilities

• Complete all mandatory and assigned training on time, demonstrating continuous learning and adherence to Danaher's standards of excellence.

Experience and Qualifications

• Bachelor's degree in Science, Engineering, or related field (Molecular Biology focus preferred).
• Minimum of 3 years' relevant experience in molecular diagnostics, microbiology, or clinical laboratory environments.
• Strong background in molecular and microbiological techniques.
• Proven record of achieving measurable goals and delivering customer satisfaction.
• Exceptional communication, technical presentation, and relationship-building skills.
• Proficiency in computer applications (Excel, Word, PowerPoint, Outlook).
• Ability to work independently while contributing effectively in a team environment.

Competencies

• Customer-centric mindset with strong service orientation.
• Excellent problem-solving and time-management skills.
• Demonstrated teamwork, accountability, and adaptability.
• Culturally aware and able to collaborate within an international organization.
• Committed to integrity, compliance, and the Danaher Code of Conduct.

Additional Requirements

• Valid driver's license and ability to travel up to 70% (primarily within Southern Africa).
• Willingness to work after hours, weekends, or overtime as business needs require.
• Ability to safely lift or move up to 16 kilograms.

Why Cepheid | A Danaher Company

At Cepheid, you will be part of a global science and innovation leader driven by the Danaher Business System (DBS)-a proven model for continuous improvement and customer success. You'll collaborate with passionate professionals committed to advancing healthcare and delivering meaningful impact. Every day, your work will help bring more accurate answers to more people, faster.

Join our winning team today. Together, we'll 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.

For more information, visit www.danaher.com.