Vacant Positions at Cepheid

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 market intelligence data and report to the programme manager.
• 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 FAS/FSE 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.

  Education and Experience: 

• Bachelor’s degree with minimum 3+ years related work experience.
• Diploma 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
• Travel: up to 70% of time with overnights Travel mostly limited to Southern Africa countries.
• 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.

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Essential Job Responsibilities:

• Support all export and domestic strategic and operational goals to help achieve company revenue targets.
• Effectively manage your respective customer portfolio’s and create a center of excellence that establishes and implements best practices with a continuous improvement attitude.
• Ensure DBS tools are properly leveraged and used within the department and cross functionally.
• Collaborate closely with other teams within Cepheid RSA to ensure alignment of processes.
• Team with other support functions such as demand planning, logistics, technical support, service center, repair center field staff, sales etc. to maintain a strong collaboration geared toward maintaining or enhancing customer satisfaction at the highest levels.
• Create solutions and develop strategies to optimize the customer order management experience in both export and domestic markets.
• Facilitate the creation of standard work around the internal order management process to identify and resolve quoting and pricing issues.
• Work closely with finance, legal and other departments to develop expertise in the team around the order management process.

Day to Day Activities:

• Ensure all customer orders are processed and sent to logistics before specified cut-off times and adhere to the 3PL requirements for seamless order delivery process to customers.
• Every customer query (internal and external) to be actioned and responded to timeously. Customer recons to be completed as and when required.
• Instrument / systems to be processed and sent to the relevant departments for their actions timeously ensuring no delay is caused by customer service in the installation dates set between sales, FAS, service center and the customer.
• Complete and flag all customer and internal emails received at [email protected] daily. This includes responding to every email that requires your feedback or intervention.
• Various portals and share points are used in the department to complete activities, these must be treated in the same way emails are treated, as mentioned in the point above.
• Ensure all quotations, you are responsible for are completed within the agreed upon SLA’s
• Always check case queue and close all SFDC cases you hold responsibility for within the specified timeframe, never allowing the department to reflect red in the global tracker for this measurement.
• Ensure compliance with 8x8 availability and answering of customer calls timeously.
• Compliance in terms of contract processing on SAP and filing of the relevant contract and paperwork is mandatory.
• Billing of rental’s must be done accurately and according to the customer billing date, making reference to the relevant SOP.
• Reporting, updating of spreadsheets and all presentations to be completed before due dates to ensure timeous submission.
• As and when required, you will need to be a back up to your team members, this requires you to complete your duties as well as theirs to the highest satisfaction levels ensuring no activity, order, email, or response is missed.
• For our departmental activities always follow the RSA order management work instruction D61781.

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ESSENTIAL JOB RESPONSIBILITIES:

• Effectively and accurately manage forecasting and pipeline reporting related to revenue, client acquisition, and marketing programs.
• Develop and implement business strategies and tactics related to Channel partner performance, sales force performance, solution selling, and market/product development in collaboration with marketing to drive installed base and penetration.
• Team with Regional Marketing, Customer Care, and Sales Operations to develop opportunities, drive new revenue, create, and implement entry plans for new markets.
• Develop executive relationships with key customers to advance individual opportunities and client relationships
• Drive the participation to key tenders in the country/region
• Ensure the continuous development of all direct reports and ensure that an active succession and retention plan is in place
• Foster a culture of collaboration, accountability, and high performance.
• Communicate the company vision and culture through words and actions, and model company values.
• Embrace the Danaher and Cepheid core values and ensure strict compliance with all company policies, FCPA, and Danaher code of conduct.
• Demonstrates humility and self-awareness; Sets the tone and expectation for humility within the organization and remains open and approachable considering the position and how others may perceive input and directives

REQUIREMENTS:

• Education or Experience (in years):
• Bachelor’s degree with 12+ years of experience
• 4+ years managing people mainly in commercial

Knowledge and skills: 

• Cross-functional Management experience
• Experience within a fast-growing, complex business, in a high technology product/service sector; Experience in medical device, healthcare, or life science research is an advantage.
• Knowledge and skills:
• People management skills and experience in creating and leading high-performing teams.
• Critical leadership competencies: inquisitiveness, cognitive complexity, building trust, influencing stakeholders, global mindset, community building
• Outstanding sales and scientific skills used in the delivery of healthcare solutions
• Talent development – global talent pipeline, experience across business
• Acts as a role model for high ethical standards and code of conduct.
• Strong organizational and problem-solving skills.
• Pleasure working in a multicultural environment and matrix structure.
• Must be able to manage project scope, budget, and schedule to achieve timely completion of project deliverables.
• Excellent English communication and presentation skills.
• Negotiating skills and a well-developed cost and quality awareness.
• Adept at building and maintaining relationships with customers and key opinion leaders.
• P&L responsibility experience recommended

Other:

• Must be fluent in English with excellent communication and presentation skills
• Travel up to 50% – regional and some international travel is required