Technical Application Specialist (Tas)

Stipendio: 50.000 - 70.000

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 set the standards of M Dx knowledge transfer, 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 laboratories 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 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.
Provide customer support to M Dx customers via chat, email, telephone, and on-site.
Technical Support: Ensure compliance with 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 as defined by Quality Assurance and Service / Support Management.
Serve as an expert for M Dx assays, applications, and systems and provide first and second level support to M Dx 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 timeline.
Escalate system or assay imminent 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: Develop training concepts for M Dx 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 M Dx and other stakeholders in M Dx 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 and develop an understanding of Sales activities and recognize opportunities that can be fed back.
Support Marketing and local commercial organizations by providing demos of M Dx 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 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 M Dx.
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: As part of the TAS role, it is essential to build and maintain relationships with internal and external customers and to facilitate effective problem solving over the phone.
Listening Skills: 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 M Dx products.
Languages: Fluency in English, Italian, and either French or Portuguese will be beneficial.
J-18808- Ljbffr

Stipendio: 50. 000 - 70. 000

Salario minimo: 50.000 - 70.000 €