Technical Application Specialist (TAS)

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 (M Dx) assays, applications and systems to ensure proper product integration and troubleshooting in customer laboratories.
Develop and conduct application training for M Dx products to internal and external customers and setting the standards of M Dx knowledge transfer and ensuring a high level of expertise inside and outside the company.
Support local Sales and Marketing organizations by providing demonstrations of M Dx systems and applications in customer laboratory and during congresses or user group meetings.
Form the communication link between worldwide technical organizations in M Dx 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 M Dx image by the level of customer satisfaction.
This contributes to the continuous improvement of M Dx products and services.
Major Responsibilities Pre- Sales responsibilities:• Provide technical product demonstrations to customers for instrument, assay 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 M Dx customers via chat, email, telephone and on-site• Technical Support:o Ensure compliance to M Dx’s quality and regulatory system, by accurately capturing and documenting complaints and inquiries in M Dx’s Call Management Systems.
As well as meeting timelines and closure goals for complaint registration and investigation per operating procedures and as defined by Quality Assurance and Service/ Support Managemento Serve as an expert for M Dx assays, applications and systems and provide first and second level support to M Dx internal and external customerso Investigate error conditions, diagnose probable/root causes and provide troubleshooting solutions remotely or at customer siteso Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timelineo 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 M Dx products and services• Training:o Develop training concepts for M Dx products, assays, applications and system operation and deliver training to internal and external customerso Deliver training to customers on-site or at Abbott facilities• Organization Support:o Form the link between technical organizations in M Dx and other stakeholders in M Dx and Abbott globally to facilitate an effective flow of informationo Prepare technical product launches, introduce and track performance of new assays and systems in customer laboratorieso Build links with the sales team and develop an understanding of Sales activities and recognize opportunities that can be fed back. o Support Marketing and local commercial organizations by providing demos of M Dx products and systems to customers. o Participate to 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:o A deep understanding of common molecular biological techniques, required for the support of highly technical product portfolio of M Dxo 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: As part of the TAS role it is essential to build and maintain relationship to 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 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 M Dx products• Languages: Fluency in English, Italian and either French or Portuguese will be beneficial