Danaher Corporation Field Application and Implementation Management Specialist in Englewood, Colorado
The Field Application and Implementation Management Specialist (FAIMS) will be part of a dynamic and technical Field Application Specialist (FAS) Team and be directly involved with both pre- and post-sales activities for the North America diagnostic sales team. In this customer facing role, he/she will capture and support related large Health System Implementation (HSI) projects including technical requirements, product implementation, laboratory and other workflow needs, tasks assigned to both internal and external individuals, communication among all parties involved and successfully drive implementation projects from inception to completion. The FAIMS will work collaboratively with Sales, Marketing, Technical Support, Medical and Scientific Affairs, Service and global business units to identify and assess customer needs to provide high quality customer care that exceeds expectations and support achievement of national sales goals. Associated sales incentive compensation plan is weighted greater than 50% for attainment of revenue and customer facing goals.
ESSENTIAL JOB RESPONSIBILITIES:
Responsible for oversight of designated aspects of Health System Implementation (HSI) projects (quality, scope, schedule, and on-time delivery) as outlined in the HSI Action Plan and Standard work.
Support large scale Health System Implementation efforts by serving as a technical and logistical project liaison between the customer, Acute and Alternate Site sales teams, Health System Directors, Strategic Account Executives, internal support teams and the Cepheid Training Center.
The designated FAIMS is responsible for ensuring successful implementation of HSI to meet the needs of customers within the scope and the resources of the company and support sales team achieve revenue goals. Ownership of activities and tasks outside of those identified for implementation reside with designated department.
Implementation management includes the following activities related to implementation:
Planning - project definitions and customer needs, work and product breakdown structures, and schedules
Tracking – HSI schedules, project timeline risks and issues, product verification, Ship-to-go-LIVE, related revenue goals
Providing technical expertise – Verification planning, IQCP, QC, sample procurement, SOP development, training tools and documentation, evaluate and report trends and errors
Coordinating - internal work groups and departments and external organizations that are working on the project; to include collaboration with FAS manager for additional FAS assistance if needed.
Communicating - all implementation activities to team members and stakeholders (i.e. customer, sales and support team members, functional managers, other implementation managers, IT groups, and senior management).
Team building - creating a sense of team, organization with a purpose and excitement to drive on time delivery of implementations to support monthly, quarterly, annual revenue goals for US Sales team.
In a collaborative role with key internal management, hold sales and support teams accountable for progress, action, and completion of HSI implementations and closing out backlog integrations to successfully recognize revenue and ensure customer satisfaction.
Integrate Cepheid instruments, assays, and connectivity solutions into customer laboratories and provide support to the customer during the evaluation and implementation process
Jointly develop account strategies with sales and health system teams aimed at increasing Cepheid business and retaining current business which may include participation at applicable business meetings.
Conduct in-person planning meetings including technical product demos.
Conduct regular follow up meetings with option for on-site meetings at time of or after technical integration and go-live celebrations
Proactively provide enhancements for development and optimization of Cepheid assays, software and hardware.
Follow normal standard work for documentation and customer complaint handling.
Serves as customer advocate for timely resolution to customer concerns
Abide by declared annual FAS expectations and team norms in addition to participating in FAS team calls and meetings.
Ensure install and customer management database is updated with full activity traceability.
Reports to FAS Director and provides status updates to FAS Director, Executive Area Sales Directors (Acute and Alternate Site), Area Health System Directors and Technical Support Managers, including but not limited to, HSI status, scheduling needs and customer issues
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time
Education and Experience (in years):
Bachelor’s degree with 5+ years of related work experience OR
Master’s degree in field with 3+ years of related work experience OR
Doctoral degree in field with 0-2 years of work experience.
Minimum of 3 years of Medical Technologist/Clinical Laboratory Scientist experience.
Minimum of 3 years’ experience in project management.
Minimum of 2 years’ experience working in commercial operations.
Knowledge and skills:
Experience in molecular and microbiology techniques.
Experience in molecular instrumentation installation and implementation support.
Experience in product verification and SOP development
Experience using current technology for documentation and communication
Demonstrated excellent project management skills
Demonstrated utilization of DBS tools
Demonstrated excellent customer relations/service skills
Demonstrated ability to lead without authority and manage conflict.
Self-motivated and independent problem solving
Goal oriented, results driven
Strong interpersonal and communication skills
Works independently and team orientated
Proficient in computer skills (Excel, Word, PowerPoint, Lotus Notes/Outlook)
Hands-on experience with lab automation systems
Hands-on experience with LIS/connectivity
Experience with CRM, SAP or similar
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing the duties of this job, the employee will be required to walk, sit, stand, use hand to handle or feel objects, utilize tools or controls; reach with hands and arms; balance, stoop, bend, talk and hear.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Repetitive movements (computer and cartridge set up) and long periods of screen time and office hours.
This position will require travel by car and flying in and out of airports with possible long wait times.
Work environment: While performing the duties of this job, some work may be in a lab environment setting. Lighting and temperature are adequate. The noise level in the work environment is usually moderate to loud.
- May be requested to work overtime and weekends for special program events
An essential function of this position is the ability to pass vendor credentialing requirements imposed by assigned customers, which can include, by way of example only, periodic background checks and drug screening, immunizations, and training, and may vary by customer and change from time-to-time. The Company pays the cost for any such vendor credentialing requirements.
Travel: Up to 50% of time with overnights
Other: Valid driver license
Demonstrated expertise in creating project deliverables such as project charter, project management plan, status reports, project timesheets, Gantt Charts, communications plan, schedule and/or record.
Demonstrated expertise in articulating product verification discussions with multi-site implementations.
Field Service Engineers
Clinical Solutions Team
Key opinion leaders
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be exhaustive list of all responsibilities, duties, and skills for this job.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
Operating Company: Cepheid