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 Salesforce.com 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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