Fresh Jobs at Cepheid

POSITION SUMMARY:

• The Technical Support Specialist is responsible for providing advanced product support to customers requiring assistance with assays sold and distributed by Cepheid. As a member of the Tier 2 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience.

ESSENTIAL JOB RESPONSIBILITIES:

• Engage customers to collect and compile detailed information about customer complaints
• Conduct advanced data analysis and troubleshooting, understanding customer sample collection, processing and laboratory practices
• Investigate and resolve advanced customer complaints
• Document complaints and resulting investigations in the complaint management system
• Interface with Service and Global Product Support to escalate and resolve more complex cases
• Adhere to Quality Management System procedures
• Maintain product knowledge and support continuous improvement efforts
• Contribute to quality compliance through accurate and concise case documentation
• Represent Technical Support on projects and operational teams, communicating findings back to Technical Support
• Complete all assigned and required training satisfactorily and on time
• Performs additional tasks as assigned by the Technical Support Manager or Supervisor

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time

MINIMUM REQUIREMENTS:
Education and Experience (in years):

• Bachelor’s degree with 2+ years of related work experience OR
• Master’s degree in field with 0-2 years of related work experience
• B.S diploma (or equivalent) in Clinical Laboratory Science with minimum 2 years of relevant experience as a Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory or in Technical Support

Knowledge and skills:

• Fluent English (written and oral) is required
• Customer oriented – understands customer expectations and empathizes with customer & patient needs
• Laboratory or Technical Support Experience in one or more of the following preferred:
  • PCR and Microbiology, Molecular Biology Oncology or Virology
  • Patient sample collection practices and workflow
  • Sample preparation practices and methodologies
  • Laboratory analytical diagnostic equipment, medical devices and software
• Knowledge and use of commercial computer application packages (MS Office)
• Familiarity with SalesForce.com (or similar CRM System) a plus
• Laboratory or Technical Support Experience in one or more of the following preferred:
  • PCR and Microbiology, Molecular Biology Oncology or Virology
  • Patient sample collection practices and workflow
  • Sample preparation practices and methodologies
  • Laboratory analytical diagnostic equipment, medical devices and software
• Able to follow complex procedures and processes
• Excellent written and verbal communication skills
• Curious & self-motivated with ability to learn a complex technology platform quickly
• Proactively analyzes complex problems, draw conclusions and propose precise action plans
• Works independently in a structured manner with the ability to prioritize critical tasks
• Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality.
• Thrives in a dynamic and fast-paced environment

Other:

• Available to work different shifts, evenings, weekends, and holidays as necessary
• May include extended computer and telephone work involving repetitive arm/wrist motions
• May include occasional overnight travel

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

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POSITION SUMMARY:

• The Marketing Manager South Africa will have strategic ownership of marketing at Regional level and take a long-term view of their area of responsibility. They should have the capability to line-manage team members and be autonomous making good strategic decisions with minimal supervision.

Countries within Region of Responsibility

• South Africa
• Zimbabwe
• Lesotho
• Eswatini

ESSENTIAL JOB RESPONSIBILITIES:

• Lead the marketing and product management during the entire product life cycle of all product areas or marketing segments across the region to successfully achieve sales targets
• Support the business needs of the Commercial organization
• Partnering with the EMEA Marketing team, lead the development of the regional marketing strategy and demand generation plan, in line with the regional strategic growth initiatives
• Manage the implementation of targeted demand generation campaigns across the region
• Leverage existing processes to capture customer’s unmet needs and customer insights
• Drive the segmentation of the market(s) and identify the most promising segments for efficient targeting. Identify the relevant target call points for maximum impact
• Develop and communicate key messages, value propositions, marketing programs, and sales tools
• Leverage digital marketing and create innovative routes to market
• Prepare and support product launches
• Engage with key experts to gain product endorsements; leverage testimonials to drive awareness and test demand campaigns
• Set and control the budget and forecast for marketing
• Measure and drive ROI by trying, measuring, learning and identifying the right (leading) indicators
• Develop team members to reinforce the strategy within the region
• Interact with Direct Markets across the region to obtain clear country marketing plans, provide guidance, training and support to ensure alignment with regional strategies
• Perform competitive watch and adapt value proposition to win
• High compliance and integrity standards and strict adherence to the Danaher policies"

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time
• Ensure your associates attend and complete all required trainings satisfactorily and on time.

MINIMUM REQUIREMENTS:
Education or Experience (in years):

• Bachelor’s degree with 8+ years of related work experience OR
• Master’s degree in field with 6+ years of related work experience OR
• Doctoral degree in field with 3+ years of work experience.
• Regional product management and sales experience in Diagnostics or Device industries would be an advantage
• Experience in Medical Device/Diagnostics/Pharma and relevant post graduate qualification would be an advantage

Knowledge and skills:

• Ability to work in a team environment and across an organization to drive results. Must be sensitive to multicultural environments.
• Enthusiasm, strong interpersonal and motivational skills; scalable to future assignments.
• Experience in the medical device, healthcare or diagnostics field is a strong advantage
• Experience in dealing with the Public Sector market at Regional, National and Provincial level.
• Excellent communication skills including verbal and written and presentation skills required, along with a strong financial and business acumen, flexibility and good judgement.
• Needs to have a high degree of leadership and able to engage with and successfully influence others from colleagues and customers, ranging from lab technicians to clinical experts.
• Significant experience within a fast-growing, complex solution-based business in a high technology product/service sector
• Ability to work collaboratively across the organization including sales, service, technical support, marketing and business management functions.
• Experience in developing commercial marketing strategies;
• Proven record of building a strong organization; ability to manage, mentor and coach team to success
• Proven successful record in marketing leadership and staff management, while functioning in a demanding, action-oriented environment. Must have proven credentials of building and leading a results focused high-performance team;
• Demonstrated strong strategic and analytical skills as well as solid business acumen
• Track record in attracting, hiring and retaining the highest quality talent
• Strong Planning, Time Management, and Financial business acumen
• Highly developed communication skills and ability to work effectively in global setup
• Ability to timely make critical decisions

Other:

• Travel 40% of the time

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

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POSITION SUMMARY:

• The Product Support Associate is the primary point of contact for customers requiring assistance with Cepheid products. As a member of the Tier 1 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the critical first link in Cepheid’s Customer Care experience.

ESSENTIAL JOB RESPONSIBILITIES:

• Engage customers to understand the nature of their request and triage critical issues
• Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems
• Provide basic product information and resolve routine product complaints and inquiries
• Document complaints and resulting investigations in the complaint management system
• Prepare more complex cases for escalation
• Adhere to Quality Management System procedures
• Maintain product knowledge and support continuous improvement efforts
• Contribute to quality compliance through accurate and concise case documentation
• Complete all assigned and required training satisfactorily and on time
• Performs additional tasks as assigned by the Technical Support Manager or Supervisor

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time

MINIMUM REQUIREMENTS:
Education and Experience (in years):

• High School degree (or equivalent experience) with 4-6 years of related work experience OR
• Technical Trade Degree with 2-4 years of related work experience.
• High School diploma (or equivalent) with 2-4 years of experience in a call center/service or product support role OR
• B.S. degree or equivalent combination of education and experience may be substituted for required experience

Knowledge and skills:

• Fluent English (written and oral) is required
• Customer oriented – understands customer expectations and can empathize with customer & patient needs
• Knowledge and use of commercial computer application packages (MS Office)
• Familiarity with SalesForce.com (or similar CRM System) a plus
• Able to follow complex procedures and processes
• Excellent written and verbal communication skills
• Curious & self-motivated with ability to learn a complex technology platform quickly
• Proactively analyzes situations and propose appropriate actions
• Works independently in a structured manner with the ability to prioritize critical tasks
• Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality
• Thrives in a dynamic and fast-paced environment

Other:

• Available to work different shifts, evenings, weekends, and holidays as necessary
• May include extended computer and telephone work involving repetitive arm/wrist motions
• May include occasional overnight travel

PREFERRED REQUIREMENTS:

• Bachelors degree in Life Science or with work experience in Biotechnology, Clinical Biology or the Medical Device Industry

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.