Job Title: Field Applications Engineer, FAE
Reports to (Title): Regional Service Manager
Department/Function: Customer Care
Country: Pakistan
Location: Pakistan - Remote
Career Level: T3 Professional
Key Purpose and Accountabilities:
POSITION SUMMARY:
- Provide in-field assistance for pre- and post- sale technical activities with a primary emphasis on growing the user base of diagnostic products. Provide technical direction and support to customers on instrument operation, assay implementation and accreditation, maintenance of company products. Make technical presentations and conduct product demonstrations for customers. Work collaboratively with Sales, Marketing, Scientific Affairs, Technical Support, Service and global business units to identify and assess customer needs and provide high quality customer care exceeding expectations.
Job Purpose:
Technical
- Provide on-site installation of systems, maintenance and troubleshooting to ensure a smooth and rapid start-up for customers.
- Integrate Cepheid instruments into customer laboratories and provide support to the customer during the evaluation and validation process.
- Follow normal standard work for documentation and customer complaint handling to ensure total customer satisfaction.
- Monitor sites and provide trainings (system, software, reagents and connectivity).
- Record information related to installations, training, customer support and follow-up in SFDC as well as collect market intelligence data.
- Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performance.
- Conduct proactively preventive maintenance and modifications, reactive repairs and installations and de-installations, in a timely, productive, and cost-effective way.
- Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters.
- Work with the other teams for field support, which is not limited to system hardware and software, PCs, and networking.
- Work closely with internal stakeholders to address customer concerns, determine corrective actions and customer follow-up.
- Manage inventory for car stock and other required spare parts.
Commercial
- Jointly develop account strategies with Sales Representatives aimed at increasing Cepheid business as rapidly as possible.
- Interacting with stakeholders on the ground to generate demand for testing on the installed base, identify potential new assays that can be added to the menu and collaborate with Cepheid team to allow fast adoption and implementation.
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time.
Experience, qualifications, skills required:
Education and Experience:
- Bachelor’s degree with minimum 2+ years related work experience.
- Biomedical Engineering or Biology, bachelor’s degree with experience in Molecular Biology an advantage
- Clinical Laboratory focus along with experience in molecular and microbiology techniques.
- Results driven and self-motivated with a demonstrated ability to achieve measurable goals.
- Strengths in networking and relationship development.
- Strong oral and written communications skills.
- Excellent technical presentation skills for group and one-on-one presentations.
- Integrates with the sales team in planning and executing business growth strategy.
- Networks with the scientific community to grow the business.
Qualities/Competencies:
- Demonstrated excellent customer relations/service skills.
- Excellent presentation skills
- Self-motivated and independent problem solving
- Good communication skills
- Goal oriented, results driven.
- Strong interpersonal and communication skills
- Works independently and team orientated.
- Networking skills to grow the business.
- Proficient in computer skills (Excel, Word, PowerPoint, Lotus Notes/Outlook)
- Demonstrated Teamwork, autonomy, availability, organizational awareness.
- Cultural sensitivity to work in an international group.
- Demonstrated excellent time management and organization, project management skills.
- High compliance and integrity standards and strict adherence to the Danaher policies
Other Requirements:
- Valid driver’s license
- Required to spend around 80% on-site with customers.
- Travel mostly limited within Pakistan. May include some international travel to UAE or France
- The individual may be asked to do other job duties as required by the business.
- Will be required to work after hours from time to time.
- May be requested to work overtime and weekends for special program events.
- Ability to lift safely and/or move up to 16 kilos.
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.