Job Directory Field Application Specialist (Office Based) (474-093)

Field Application Specialist (Office Based) (474-093)
Lexington, MA

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Job Description

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.
* Experience in molecular and microbiology techniques and assays.
* A positive attitude, proactive approach to problem solving and the demonstrated ability to interact and communicate professionally and effectively with customers.
* Experience working with internal cross-functional teams.
* A solid understanding of CRM systems.
* A basic understanding of installations and repairs in order to support both application and technical support.
* Excellent organizational, recordkeeping, troubleshooting and communication skills (verbal and written) required.
* Computer proficient particularly in the MS Office and environments.
* Self-motivated, success oriented and demonstrated collaborative, customer focused approach.
* Travel is required (estimated 50%)
* Valid US Driver's License required.
* Ability to pass hospital and other institutional vendor credentialing requirements - such as, but not limited to, drug screening, immunizations, training and other background screening.

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