Field Service Engineer

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At Cepheid, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. 

You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

At Cepheid, we are passionate about improving health care through fast, accurate, molecular diagnostic systems and tests. As a member of our team, you’ll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us to develop groundbreaking solutions for the world’s most complex health challenges. Together, we bring MORE change to the world.

Learn about the Danaher Business System which makes everything possible.

The Field Service Engineer is accountable for the critical link between the organization and healthcare providers. Through expert installation, preventative maintenance, and rapid technical troubleshooting, you will guarantee the best possible performance and regulatory compliance of diagnostic equipment. You directly protect patient safety, fortify long-term customer loyalty, and provide essential field intelligence that informs future product innovation and commercial growth by ensuring high system availability and providing exceptional on-site support. The Field Service Engineer is obligated to engage in coordination with Authorized Service Providers (ASP) in various countries to guarantee that the service is executed correctly by the Authorized Service Providers (ASP) in order to provide support to end customers in the region.

This position reports to the Senior Regional Service Manager and is part of the Asia Pacific Customer Care located in Jakarta, Indonesia and will be working remotely to cover Indonesia, Thailand, Myanmar, Mongolia, Timor Leste, PNG, and Pacific Island within Asia Pacific under SEA Sub Region. 

In this role, you will have the opportunity to:

• Travel throughout a designated service region to support the company's products and field service partners (Authorized Service Providers), Provide occasional weekend service support within a short period of time when needed, 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 repair, reactive repairs and 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 CRM/SFDC to ensure compliance and adherence to Cepheid Standard Operating Procedures.
• 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. Coordinate with ASPs (Authorized Service Providers) and service partners throughout SEA countries, offering support for case escalation and engineering issues. Hold regular meetings with ASPs to evaluate their service performance for customers.

The essential requirements of the job include

• Bachelor’s degree in electronics engineering, biomedical engineering, or biotechnology is desirable.
• A minimum of 4-6 years’ experience in field service required, and experience with Medical Diagnostics products is essential and proficient in reporting activities, maintaining local spare parts inventory recording, and travel expenses are necessary, this includes monthly service activities reports, monthly inventory stock for spare parts, and on time monthly expenses submission.
• Highly skilled in Microsoft Excel and PowerPoint, with the capability to perform data analysis utilizing Excel formulas and charts for data insights and client presentations.

Travel, Motor Vehicle Record & Physical/Environment Requirements:

• Ability to travel – 40 % travel, overnight, within territory or locations.
• You must have a valid driver’s license with an acceptable driving record.
• You 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, and 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 operating 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 Danaher Benefits Info.

At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.

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.