Technical Service Specialist - Chemistry (EEMEA) (Faerie Glen) at Cepheid

Main Job Purpose

• Primary role is to provide effective and high-class product and Service field support in all focused and assigned territories across EEMEA.
• L2 Subject Matter Expert for Clinical Chemistry Solution, you will be closely working with the Business Unit and the specialists in the HGM countries, and you will focus on the following tasks:
• Provide effective and high-class product and field support in all focused and assigned territories.
• Implement and drive support plans in conjunction with country specialists to enhance service efficiency, products performance and customer satisfaction.
• Work actively on solutions for all Service relevant issues, including software and network troubleshooting.
• Prepare, organize and conduct (advanced) training for Service support staff of the EEMEA & HGM BC subsidiaries and distribution partners
• Prepare, organize and conduct train-the-trainer plans for the application and training staff of the EEMEA & HGM contacts to strengthen and enhance the BC field application workforce.
• Establish and maintain effective communication networks with appropriate Service support staff and management within the EEMEA & HGM region to exchange product issues and enhance Service know-how and expertise.
• Collect and distribute product updates and information on a regular basis in conjunction with Product Management and Technical Support
• Actively support the region on Service escalations and drive a resolution in close cooperation with the country specialists, Technical Support and the management.
• Works independent on solutions of assigned complex issues to meet company requirements and customer satisfaction.
• Support and actively drive the release of new products, including relevant field evaluation in cooperation with Business Center Product Support and field personnel.
• Determine the need for product and test design improvements and liaise with Business Center for possible implementation.

Key Responsibilities & Authorities

• Develop and maintain a close working relationship with the Service Support Specialists for the region and provide them with Service support and guidance.
• Ensure key performance metrics, including departmental efficiency are met or exceeded.
• Adheres to policies and procedures and meet regulatory requirements.
• All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Specific Assignments

• Lead functional teams or projects and take on assigned leadership roles to drive towards successful completion of assigned tasks and projects

POSITION COMPETENCIES

Education

• Bachelor’s Scientific degree in field and/or master's degree with at least 5+ years related experience in a technical environment. Experience in clinical laboratory diagnostic environment is a plus.

Experience

• Proven performance growth track over many years in a Service role.
• Strong customer centric nature with a proactive approach.
• Attention to detail and analytical problem-solving abilities with decision-making skills and identification of innovative solutions.
• Excellent time management, organizational and interpersonal skills.
• Proven training skills.
• Able to work independently and in a team environment as well as in cross functional groups.
• Strive for service excellence as well as internal and external customer satisfaction.
• DBS or Lean system experience; able to analyze and solve problems, improve processes and drive results with PSP, Daily Management and other DBS tools is advantageous.

Professional Skills

• Extensive knowledge of laboratory principles, theories, concepts and understanding of customers and laboratory practices and standards in the highly regulated diagnostic (IVD) market. 

Other Skills e.g. Languages, IT

• Verbal and written English communication and organizational skills.
• Proficient computer skills in Microsoft applications, especially MS Office and cloud-based environment