Cepheid Engineering Jobs in Johannesburg
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Ensure customer satisfaction through effective troubleshooting, repair, installation, and maintenance of GeneXpert and Infinity products. Address customer support issues promptly and professionally.
Position is based in the Eastern Cape
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.
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- 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
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- 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
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time
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
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OTHER REQUIREMENTS:
- Ability to lift at least 30 lbs
- Some International travel required
- Will be required to work after hours from time to time
- High level of travel
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