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Field Service Engineer

5 months ago

Subang Jaya, Selangor, Malaysia Danaher Full time

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 Service Engineer is responsible to complete field-based activities to support Cepheid product portfolio; ensure customer satisfaction through effective troubleshooting, repair, and maintenance of GeneXpert products; address customer support issues promptly and professionally throughout region and is highly productive and initiates to assist with the rapid growth of the SEA install base in a highly professional manner.

This position is part of the Cepheid SEA Service Team and will be located in Malaysia. The successful candidate should have the ability to effectively communicate complex technical failures and method of resolution to business partners and customers is required. They should be capable of handling advanced complaints and troubleshooting independently and possess the ability to work with customers and vendors at both a business and technical level.

In this role, you will have the opportunity to:

  • Travel throughout a designated service region on short notice to support the company's products and field service partners; Provide occasional weekend service support within a short period of time; Partner with the Field Application Specialist group to do installations and customer training; Provide support of highly technical and/or sophisticated products; Achieve and exceed Customer Satisfaction objectives
  • Perform routine standard procedures to isolate and fix problems in malfunctioning equipment or software; Document and report the company's product "design reliability" and "maintenance issues" and/or problems to technical support; Proactive preventive maintenance and modifications, reactive repairs and basic calibration, and installations and de-installations, in a timely, productive, and cost-effective way; Work closely with cross functional teams as required to resolve customer requests; Use SAP and CRM to ensure compliance and adherence to Cepheid SOP's
  • Ensure that we meet KPIs and participate / lead Continuous Improvement programs; Train customers in the appropriate maintenance of systems; Educate customer on Cepheid product availability, including system and assay portfolio; Maximize system performance and minimize downtime; Interpret customers' needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters; Install instrumentation, train customers and ensure a smooth and rapid start-up for new customers
  • Demonstration of Cepheid instrumentation, software and reagents to customers; Regular communication with Supervisor and Coordinators for scheduling; Timely return of parts, including follow up for collections and delivery; Integrate Cepheid instruments into customer laboratories and provide customer support to the customer during the evaluation and validation process

The essential requirements of the job include:

  • Bachelor's Degree in Biomedical engineering or Biotechnology is desirable
  • 4-6 years' experience in field service required.
  • Experience with Medical Diagnostics products is essential.
  • Proficient in reporting activities, maintaining local spare parts inventory recording, and travel expenses is necessary, this includes of monthly service activities reports, monthly inventory stock for spare parts, and on time monthly expenses submission.
  • Able to travel approximately 60% of the time with possible overnight stays.
  • Proficient in Microsoft Excel and PowerPoint, with the ability to do data analysis using Excel formulas and graphs for data analytics and presentation to customers.
  • Ability to carry out work planning, including repair visit plans and periodic maintenance plans, for a period of 6 months and 1 year

Physical requirements/abilities:

  • Must be able to lift 45 lbs (20Kg) over the shoulder and place the equipment into a slot within a unit that is 5 feet (1,5m) high
  • Ability to maneuver/push equipment (weighing over 1,000 lbs / 500kg) on wheels

It would be a plus if you also possess previous experience in:

  • Computer hardware and software repairs
  • Configuration of network devices to interface Cepheid product to local networks.

Cepheid, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at

When you join us, you'll also be joining Danaher's global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you'll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we'll empower you to push the boundaries of what's possible.

If you've ever wondered what's within you, there's no better time to find out.

At Danaher we bring together science, technology and operational capabilities to 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. Our global teams are pioneering what's next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit

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.