Job Opportunities at Cepheid

Job Description

The Field Service Engineer (FSE) will be responsible for meeting the service maintenance and repair needs of the customer’s equipment. Establish and maintain proper business relationships with customers and peers as well as performing necessary administrative duties as required and other duties as assigned.

Responsibilities

• Advanced troubleshooting, installation, maintenance, and repair on designated equipment.
• Completing assigned Regulatory Field Action Notes and Technical updates within the specified due dates.
• Keeping up to date with administrative responsibilities such as maintaining Preventive Maintenance schedules and ensure customer receives service work order with 24hrs after the visit.
• Maintaining daily communications with customers to ensure resolution and proper follow-up on complaint cases.
• Maintaining tools and test equipment and ensuring they are properly calibrated.
• Identifying and participating in sales opportunities such as new contracts, contract renewals and new instrument sales
• Align with company guidelines, policies and compliance requirements.
• Additional adhoc responsibilities as required from time to time.

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Job Description

The HR Business Partner will provide HR partnership and leadership to assigned clients groups and will work closely with the HR Director, MEA & CIS. This individual will develop and implement HR initiatives focused on achieving business objectives. This position will provide hands-on human resources expertise in the areas of employee relations, performance management, compensation, employee retention, talent acquisition, coaching/developing, legal recommendations etc.

This is a fixed-term contract role: 6 - 12 months

ESSENTIAL JOB RESPONSIBILITIES:

• Advise, influence and guide line managers on HR implications, strategies and all aspects of people-management.
• Partner with the MEA team and leaders in organizational assessment to translate strategies into actions that deliver results, improve organizational capability and manage workforce planning.
• Anticipate the need for change and influence change proactively. Consciously strive to build networks of support for change goals and objectives.
• Bring support and advice on employee relations issues through a systematic approach with clear legal documentation and escalate more complex matters where necessary. Manages associate relations situations effectively using the investigative process, problem solving including root cause analysis, counseling, and coaching.
• Partner closely with business in sourcing, selecting and onboarding key talent to continue to build out organizational capability and enables stronger talent bench and funnel for further development and growth.
• Support job requisitions opening and follow-up the recruitment process until hiring date.
• Ensure the proper roll out of HR processes such as performance reviews, talent assessments, succession planning etc
• Applies the Danaher HR policies and processes and ensure appropriate career development programs and initiatives are aligned with critical skill development and succession planning for designated functional teams.

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time

MINIMUM REQUIREMENTS:

Education or Experience:

• Bachelor’s degree with 3 years of related work experience in Human Resources or related field required.
• Experience in an HR role.

Knowledge and skills:

• Knowledge of local laws, employment policies and practices.
• Ability to build strong working relationships across all levels of the organization including remote areas.
• Excellent planning and organizations skills, attention to detail, and comfortable working in a fast paced ambiguous environment.
• Outstanding written and verbal communication skills; articulate and persuasive communicator.
• Ability to objectively coach employees and management through complex, difficult and emotional issues.
• Working knowledge of MS Office
• Experience working with HR database
• Business and compensation acumen.
• English - fluent

Other: 

• Travel: Occasionally

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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