Job Description
The Field Applications Specialist is part of a multidisciplinary team that drives product adoption (instruments, test menu) from initial order to go-live in the laboratory environment. This includes implementation activities, on-site product training, and support to realize an efficient and successful customer integration of the Sebia solution. The FAS acts as the primary laboratory consultant from a technical perspective for both new and existing customers. They also support sales objectives by providing field technical support, , executing training workshops, serving as the local resource for troubleshooting and resolving performance problems to ensure customer retention. The ideal TPS has experience and background in both the laboratory and IVD product supplier environment and is strong in electrophoresis.
- Provide post-sale support (standard of work and customer retention activities to drive customer loyalty and satisfaction).
- In partnership with Account Manager, plan implementation process.
- Track and update customer implementation status by milestone (trained, validated, LIS interfaced, go-live)
- Implement Sebia analyzer(s), software and reagents into customer sites/laboratories.
- Assist customer with meeting their validation requirements.
- Intervene directly on customer requests for result interpretation assistance (Hb and IT results).
- Execute Customer Care visits in order to make periodic assessments of needs and requests. Frequency of visits to be determined by breadth and scope of product adoption by customer site via territory master schedule(s).
- Record all FAS work-related activities into CRM by following all requirements pertaining to case and workorder workflows while adhering to regulatory requirements (FDA complaint handling).
- Update relevant customer profile data such as SW/FW version, contact info, asset status into CRM database
- Provide appropriate training for the customer on newly installed analyzer(s) and assays.
- Coach customer to take ownership of the analyzer.
- Assist with troubleshooting in conjunction with Technical Support and Field Service Engineer on issues related to reagent, software, or analyzer performance.
- Recognize and communicate product issues, complaints and potential improvements to appropriate Sebia authority.
- Prioritize and manage time, territory and accounts effectively using CRM to document activity.
- Promote customer satisfaction.
- Support sales and organizational directives.
- Requires extensive travel, up to 80%, on short notice.
- Responsible for managing company assets and expenses within company guidelines.
- Other duties as requested.