Technical Application Specialist
5 giorni fa
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Technical Application Specialist (TAS), Padua Client: Abbott
Location: Job Category: Other
EU work permit required: Yes
Job Reference: 71718511bee5
Job Views: 2
Posted: 16.03.2025
Expiry Date: 30.04.2025
Job Description: Provide first and second level remote support to internal and external customers and on-site in customer laboratories with a focus on the Europe, Middle East and Africa (EMEA) area.
Serve as technical expert for Molecular Diagnostics (MDx) assays, applications and systems to ensure proper product integration and troubleshooting in customer laboratories.
Develop and conduct application training for MDx products to internal and external customers and set the standards of MDx knowledge transfer, ensuring a high level of expertise inside and outside the company.
Support local Sales and Marketing organizations by providing demonstrations of MDx systems and applications in customer laboratories and during congresses or user group meetings.
Form the communication link between worldwide technical organizations in MDx facilitating an effective and fast flow of critical information.
The continuous direct customer contact and responsibility for solving application or assay related customer complaints strongly influences the MDx image by the level of customer satisfaction, contributing to the continuous improvement of MDx products and services.
Major Responsibilities Pre-Sales responsibilities:
• Provide technical product demonstrations to customers for instruments, assays, and applications.
• Assist local Sales and Marketing representatives by providing technical details and input prior, during, or after Sales calls (tender support).
• Support User Group Meetings, congresses, and exhibitions by providing product demos, presentations, and additional activities as required.
• Tender support for technical aspects of instrumentation and assays.
Post-Sales responsibilities:
• Provide customer support to MDx customers via chat, email, telephone, and on-site.
Technical Support:
• Ensure compliance with MDx's quality and regulatory system by accurately capturing and documenting complaints and inquiries in MDx's Call Management Systems, meeting timelines and closure goals for complaint registration and investigation as defined by Quality Assurance and Service/Support Management.
• Serve as an expert for MDx assays, applications, and systems, providing first and second level support to MDx internal and external customers.
• Investigate error conditions, diagnose probable/root causes, and provide troubleshooting solutions remotely or at customer sites.
• Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timelines.
• Escalate system or assay immanent failures to the next level of support and provide relevant data describing failure conditions and requests for enhancements to aid problem-solving and continuous improvement of MDx products and services.
Training:
• Develop training concepts for MDx products, assays, applications, and system operation, and deliver training to internal and external customers.
• Deliver training to customers on-site or at Abbott facilities.
Organization Support:
• Form the link between technical organizations in MDx and other stakeholders in MDx and Abbott globally to facilitate an effective flow of information.
• Prepare technical product launches, introduce, and track performance of new assays and systems in customer laboratories.
• Build links with the sales team, develop an understanding of Sales activities, and recognize opportunities that can be fed back.
• Support Marketing and local commercial organizations by providing demos of MDx products and systems to customers.
• Participate in technical conference calls and Support Meetings and provide input upon request.
Education Scientific degree or High School Diploma in Molecular Biology, Biochemistry, or a related subject.
Alternatively, equivalent experience in a laboratory environment with a focus on molecular diagnostics systems and assays.
Preferably experience as Product Specialist, Support Specialist, or a related function in the Molecular Diagnostic Industry.
Background Knowledge:
• A deep understanding of common molecular biological techniques is required for the support of a highly technical product portfolio of MDx.
• A good understanding of Nucleic Acid Extraction, Polymerase Chain Reaction (PCR), and Fluorescence In-situ Hybridization (FISH).
Analytical Skills: Essential for effective solving of complex failure conditions.
Communication Skills: It is essential to build and maintain relationships with internal and external customers and to facilitate effective problem-solving over the phone.
Listening Skill: Capability to listen, identify, and focus on customer needs to create and maintain the highest level of customer satisfaction.
Training and Presentation Skills: Required for effective demonstration or training of internal and external customers on the use and application of MDx products.
Languages: Fluency in English , Italian , and either French or Portuguese will be beneficial.
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