We are seeking a talented and highly motivated individual to join our team as a Field Application Specialist. This position is based in our Lexington office and will also require frequent travel (estimated 50%). This role reports directly to the Director of Service and Support.
Provide phone support for customer inquiries and complaints regarding application issues.
Maintain and update the customer contact information and their associated installed base.
Document the customer interactions with service and support, including both inquiries and complaints, through the call input process.
Responsible for dispatching field application specialists, when necessary, to respond to customer issues in a timely manner.
Provide technical support to customers, trainers, field engineers, and other team members in order to ensure customer satisfaction.
Communicate product improvements through Marketing and Engineering.
Provide ongoing technical assistance for customer issues and/or confirm that the customer has properly received resolution.
Provide technical training to customers and support them through there the evaluation and implementation process.
Support existing customers with additional training and technical assistance as needed or as product updates are launched that require additional training or implementation.
Provide feedback from customers and act as customer advocate.
Work cross functionally with sales to support implementation process.
Jointly develop account strategies with sales aimed at obtaining new business and retaining current business.
Collaborate with Clinical Affairs to coordinate and optimize medical educational support.
Proactively provide enhancements for development and optimization of assays, software and hardware.
Assist with or write documentation to enhance technical bulletins, user guides, procedures, and technical manuals involving software or applications.
Document site activities through CRM.
Provide written updates to management on accounts with information on technical problems, customer satisfaction and the general business condition.
Skills and Experience:
BS degree in Microbiology or related biological science preferred along with 1-2 years of experience as a Field Application Specialist.
Minimum of 5 years of previous experience as a Medical Technologist/Clinical Laboratory Scientist in a Microbiology lab.
Hands-on knowledge of laboratory workflow and information systems.