POSITION SUMMARY: Ensure customer satisfaction through effective troubleshooting, repair, installation, and maintenance of GeneXpert and Infinity products. Address customer support issues promptly and professionally. Experience, qualifications, skills required:High School degree (or equivalent experience) with 4-6 years of related work experience ORlAA or Technical Trade Degree with 2-4 years of related work experience.Must have experience working with various KOL’s within RwandaLocal language knowledge desirableClinical Laboratory focus along with experience in molecular and microbiology techniques Results driven and self-motivated with a demonstrated ability to achieve measurable goalsKnowledge of diagnostic marketTechnical support and training experience in reagent and instrumentation for Clinical DiagnosticsExperience working in Africa is an advantageExpertise with generating commercial leadsExperience with customer base within territory a plusStrengths in networking and relationship developmentStrong oral and written communications skillsExcellent technical presentation skills for group and one-on-one presentations Integrates with the sales team in planning and executing business growth strategyNetworks with the scientific community to grow the businessTechnicalProvide 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 processMonitor 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 program managerDevelop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performanceConduct proactively preventive maintenance and modifications, reactive repairs and installations and de-installations, in a timely, productive, and cost-effective wayInterpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical mattersManage all aspects of 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 action and customer follow-upSpares management including stock levelsManage inventory for car stock and other required spare partsCommercialInteracting 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.Assist the HBDC sales team with pre- and post-sale technical activities both within Kenya and in surrounding Eastern African countries to support a growing user base of diagnostic products
