Technical Application Specialist (TAS)

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Technical Application Specialist (TAS)

Apply locations: Italy - Milan, France: Remote, Italy - Veneto - Verona, Italy - Lombardy - Brescia, Portugal - Remote

Time type: Full time

Posted on: Posted 2 Days Ago

Job requisition id: 31108742

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 ensure 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 the responsibility for solving application or assay related customer complaints strongly influences the MDx image by the level of customer satisfaction. This contributes to the continuous improvement of MDx products and services.

Major Responsibilities

Pre-Sales responsibilities:

1. Provide technical product demonstrations to customers for instrument, assay and applications.
2. Assist local Sales and Marketing representatives by providing technical details and input prior, during or after Sales calls (tender support).
3. Support User Group Meetings, congresses and exhibitions by providing product demos, presentations and additional activities as required.
4. Tender support for technical aspects of instrumentation and assays.

Post-Sales responsibilities:

1. Provide customer support to MDx customers via chat, email, telephone and on-site.
2. Technical Support:
   1. Ensure compliance to MDx’s quality and regulatory system, by accurately capturing and documenting complaints and inquiries in MDx’s Call Management Systems.
   2. Serve as an expert for MDx assays, applications and systems and provide first and second level support to MDx internal and external customers.
   3. Investigate error conditions, diagnose probable/root causes and provide troubleshooting solutions remotely or at customer sites.
   4. Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timeline.
   5. 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.
3. Training:
   1. Develop training concepts for MDx products, assays, applications and system operation and deliver training to internal and external customers.
   2. Deliver training to customers on-site or at Abbott facilities.
4. Organization Support:
   1. Form the link between technical organizations in MDx and other stakeholders in MDx and Abbott globally to facilitate an effective flow of information.
   2. Prepare technical product launches, introduce and track performance of new assays and systems in customer laboratories.
   3. Build links with the sales team and develop an understanding of Sales activities and recognize opportunities that can be fed back.
   4. Support Marketing and local commercial organizations by providing demos of MDx products and systems to customers.
   5. 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 related subject. Alternatively, equivalent experience in a laboratory environment with focus on molecular diagnostics systems and assays. Preferably experience as Product Specialist, Support Specialist or a related function in Molecular Diagnostic Industry.

Background

• Knowledge:
  • A deep understanding of common molecular biological techniques, required for the support of highly technical product portfolio of MDx.
  • A good understanding of Nucleic Acid Extraction, Polymerase Chain Reaction (PCR), Fluorescence In-situ Hybridization (FISH).
• Analytical Skills: Essential for effective solving of complex failure conditions.
• Communication Skills: 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 use and application of MDx products.
• Languages: Fluency in English, Italian and either French or Portuguese will be beneficial.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Support Services

DIVISION:

AMD Molecular

LOCATION:

Italy > Milan : Viale Edison 110, Edison Park Centre

ADDITIONAL LOCATIONS:

France : Remote, Portugal : Remote

WORK SHIFT:

Standard

TRAVEL:

No

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable