At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting. Learn about the Danaher Business System which makes everything possible.
The Field Connectivity Specialist will be responsible for building and driving the connectivity strategy in the region along with providing technical support for our IT Applications, Middleware / LIS, connectivity infrastructure and analytical products. In addition, providing product support to customers requiring assistance on assays and instrumentation, software & hardware components sold and distributed by Cepheid present in National Healthcare Providers and private healthcare facilities.
In this role, you will have the opportunity to:
- Build a Connectivity Strategy for the Country in line with the Country’s strategic priorities and with Cepheid’s available Connectivity solution offerings
- Maintain solid knowledge about international & national/regional guidelines, health economic studies & protocols’ developments in the healthcare services anticipating potential negative and positive impacts on the business to ensure all studies and material is provided to and understood by hospital stakeholders
- Build a relationship, Negotiate & Liaise with Key Stakeholders from MOH, Private/Institutional Healthcare Provider Technical departments to align on a Connectivity solution rollout Plan
- Maintain Strong knowledge of active & upcoming Middleware / LIS solutions
- Work with LIS Middleware Providers to develop collaborative relationships to ensure Cepheid connection success and problems are resolved quickly. Partner with Development teams, customer IT specialists, governance staff and become a subject matter expert in Cepheid’s solutions for connectivity
- Investigate and resolve customer connectivity, instrument, software complaints within KSA and wider MENA region as per need
- Conduct data analysis and Hardware/Software troubleshooting, understanding customer sample collection processing and laboratory practices
- Provide direct reactive support to end users to solve complex connectivity problems – primarily remote, via email, phone or with remote desktop support where available, going on site when required.
- Troubleshoot and resolve advanced network connectivity issues, applying a deep understanding of Cepheid GX security guidelines, network policies and Windows operating systems requirements.
- Conduct advanced ASTM/HL7/POCT1A data analysis to troubleshoot and resolve LIS data transmission issues and applying a deep understanding of underlying Cepheid LIS communication protocols
- Document complaints and resulting investigations in the complaint management system
- Conduct Periodic Field visits to Customer sites to engage and resolve pending complaints and provide training if necessary
- Maintain product knowledge and support continuous improvement efforts
- Adhere to Quality Management System procedures
- Performs additional tasks as per business needs
- Complete all assigned and required training satisfactorily and on time
The essential requirements of the job include :
- Bachelors Degree or B.S diploma (equivalent) in Biomedical engineering / electronics / IT with 3-5 years of relevant experience in clinical laboratory instrumentation, systems with a solid IT & Bio-informatics background, possibly gained in healthcare setting with a solid understanding of the needs of IT in a healthcare context
- Knowledge & Hands-on Experience in LIS and IT Connectivity solutions
- Knowledge in the local policies, guidelines for quality & CAP/CBAHI accreditations
- Hands-on experience with lab automation systems
- Results driven and self-motivated with a demonstrated ability to achieve measurable goals
- Fluent in English & Arabic (written and oral) is required.
- Customer oriented – understands customer expectations and empathizes with customer & patient need
- Technical Support or IT Connectivity Experience in one or more of the following preferred:
- Experience in troubleshooting Laboratory analytical diagnostic equipment, medical devices and software
- In-Depth knowledge of the Lab Process, LIS interface configurations and LIS/DM integrations complexity.
- Familiarity w Experienced with communication protocols, specifically knowledge in the healthcare standards (ASTM/HL7/POCT1A)
- Understands from laboratory pre-analytic systems to middleware interfacing.
- Strong understanding of network infrastructure and hardware, including access control systems, VPN's, VLAN's, routing configuration, wireless access points, firewall, routers, switches and controllers.
- Extensive knowledge of Windows Operating System, and in particular configuration of components with impact on networking. Capable to detect and troubleshoot network problems via command line and Event Viewer
- Experience in SalesForce.com (or similar CRM System) a plus
- Knowledge and use of commercial computer application packages (MS Office)
- 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 flexibly as and when necessary
- 30% Travel within KSA region at customer sites and regionally within the MENA region
- Ability to travel to France, UAE or other countries as needed for trainings or workshops
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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.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
