Field Service Supervisor (Zambia) - Molecular Diagnosis

Cepheid | Danaher Diagnostics PlatformAt Cepheid, a Danaher company, we are passionate about improving human health. Our innovative molecular diagnostic solutions give doctors and patients answers they can trust—quickly, accurately, and anywhere in the world. As part of the Danaher Diagnostics platform, you’ll be empowered to make a real difference in people’s lives while growing your career in a culture built on continuous improvement, collaboration, and impact.Position SummaryThe Field Service Supervisor will lead and manage field service operations across Zambia, ensuring world-class service delivery, customer satisfaction, and operational excellence. This role combines people leadership, operational execution, and customer engagement to strengthen Cepheid’s presence and impact in the region.Based in Lusaka, Zambia, the position requires approximately 25–50% travel within the region.Key ResponsibilitiesOperations & QualitySupervise and optimize field service operations, ensuring strict adherence to Danaher’s Quality Management System.Advance customer satisfaction by driving productivity, capability development, and proactive field engagement.Ensure effective geographical coverage aligned with customer needs.Oversee Environmental, Health & Safety (EHS) standards across all field activities.Monitor service KPIs, dashboards, and initiate continuous improvement initiatives.Partner with commercial and customer care teams to resolve escalations and proactively prevent issues.Support system installations, maintenance, and troubleshooting as needed to ensure rapid, successful start-ups.Guarantee accurate and timely reporting in service systems (SFDC, SAP, Field Service Lightning).Commercial & FinancialsBuild strong partnerships with commercial teams to align service with country growth strategies.Communicate the value proposition of Cepheid service offers to customers.Develop long-term, value-based customer relationships with a focus on loyalty and voice-of-customer.Contribute to budget planning for service operations, monitor OPEX, and implement countermeasures when needed.Team DevelopmentRecruit, coach, and develop field engineers; foster team cohesion and engagement.Conduct regular 1:1s, act on feedback, and ensure associates’ training and development plans are implemented.Identify and nurture talent for future leadership opportunities.Minimum RequirementsEducation/Experience:High School diploma with 8+ years’ experience ORBachelor’s degree with 5+ years’ experience ORMaster’s degree with 3+ years’ experience.Minimum 5 years in Field Service, with 5 years in remote team management.Experience in Life Sciences, Healthcare, or laboratory workflow preferred.Skills & CompetenciesStrong leadership, communication, and problem-solving skills.Proven ability to motivate, empower, and develop teams.Customer-first mindset with strong relationship-building capabilities.Strategic agility, global perspective, and ability to anticipate future trends.Proficiency in Microsoft Office, ERP, and CRM systems (SAP, Salesforce, Field Service Lightning).Fluent in English and local languages.Other RequirementsValid driver’s license and passport.Willingness to travel 25–50%.Flexibility to support customer needs, including occasional after-hours work.Why Cepheid | Danaher?Joining Cepheid means becoming part of the Danaher family of companies, where you’ll have the opportunity to learn, grow, and make a global impact. Through the Danaher Business System (DBS), you’ll develop skills that empower your career while improving healthcare outcomes across the world.At Cepheid, your talent saves lives.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.