Application Specialist - South West at Advance Medisystems

Key Duties and Essential Job Functions
Scientific Support:

• Provide high level scientific support and operator training to both customers and FSR.
• Handle and provide solutions on reagent and software problems due to customer complaints. When needed, documents of customers’ complaints or questions to be dispatched to 2nd level support or service.
• Ensure follow-up until issue has been resolved
• Provide emergency after-hours scientific and troubleshooting.
• Provide scientific documentation to customers support for the company’s systems

Training and Development:

• Participate in operator trainings, workshops and seminars (to enhance knowledge of instruments and continuous improvement of support level)
• Maintain product knowledge and technical knowledge by attending educational workshops and continuous review of professional publications.

Controlling and Reporting:

• Ensure immediate and appropriate documentation of customer communication in CRM system in order to keep the local customer database up to date
• Comply with the Corporate Complain Management Process
• Participate in meetings with other teams (Technical Support, Sales & Marketing)

Business Development:

• Ensure customer satisfaction and long term customer loyalty
• Support and assist to identify business opportunities in the market.

Experience and Qualifications
Essential/Minimum:

• HND / BSc Medical Laboratory Sciences, Biology, Chemistry or Biochemistry or work related experience
• Significant experience in troubleshooting
• Minimum of 3 years of experience in laboratory practice and/or experience in the use of automated laboratory equipment (Roche instruments preferable)
• Technical vocabulary
• Proficient Computer Skill.