RESPONSIBILITIES:
- Installation and implementation of new systems in current and new customers sites.
- Performing preventative maintenance interventions (Hardware and Software upgrades and repair interventions on molecular instrumentation)
- Troubleshoot Application and Instrumentation by telephone and on site, complaint logging and tracking in Call Management Systems.
- Providing on-site customer support for software and hardware upgrade training.
- Close cooperation with Application Support Specialists and the Commercial team to provide excellent customer service and support business growth.
- Actively participating in Client's conference calls, service summits, expert meetings and workshops.
- Providing primary service and support to the defined territory.
- Providing back-up service support outside of assigned territory as needed.
- Maintaining and managing own tools and accessories needed to perform repairs and preventative maintenance. Including timely validations of tools according to defined procedures.
- Maintaining and managing own Spare Parts Field Service inventory kits according to defined procedures.
- Reporting to Service Management, including spare part usage report.
- Represent Client's in a professional manner.
- Inform Service Management about prep happened in use of Client's products.
QUALIFICATIONS AND EXPERTISE:
Education:
A tertiary qualification in Electrical Engineering, Clinical or Medical Technology OR Biochemistry OR Related is essential (ideally a molecular based study)
Experience:
- A minimum of 2 -5 years’ experience having in a laboratory environment as an engineer with focus on molecular diagnostic systems and assays
- Preferably experience as Product Specialist, Support Specialist, or a related function in Molecular Diagnostic Industry.
- Excellent communication skills to build and maintain positive relationships with internal and external customers.
- Ability to effectively solve customers’ technical problems by phone, email, webinar and in person at a client site.
- Outstanding customer care skills. A strong desire to work with customers to understand their needs and recommend Client's solutions that accomplish their scientific goals.
- Strong training skills for effective training of external customers on use and application of AM products.
- Excellent presentation skills to support commercial organizations with demos of AM products and as a key element of training.
- Fluency in English language is a requirement, including the ability to write reports, technical documents and analytical problem descriptions.
- Other language skills will be a distinct advantage.
