Molecular Application Specialist - California
San Diego, CA

Job Description

If you are interested in a Molecular Applications Specialist role and want to work remotely from California please consider GenMark.

GenMark Diagnostics is a fast growing, company changing the diagnostics landscape. We are continuing to build our Life Sciences sales team and would ideally like to meet with account managers with pharmaceutical, biotechnology, medical device or other related industry experience. Our team is continually learning and working on new and exciting projects around North America. We are looking to add self-propelled colleagues to our team to continue to drive our growth.

GenMark's XT-8 and ePlex sample-to-answer system are designed to support a broad range of molecular diagnostic tests with a compact, easy-to-use workstation and self-contained, disposable test cartridges. The recently FDA cleared ePlex System integrates the entire diagnostic process to better realize the patient and laboratory benefits of rapid, multiplex molecular diagnostics. The ePlex system offers a number of unique solutions that were thoughtfully engineered to address the biggest challenges facing the clinical laboratory and to support hospital systems in delivering patient centered care. The ePlex system is the only solution in molecular diagnostics that was designed for the patient and optimized for the lab.

It's an exciting time to be a part of GenMark and you can have an immediate impact!

Must embrace and exemplify GenMark's Cultural Beliefs:

* Think Big
* Own It
* Reach Out
* Work Smart
* Speak Up
* Build Trust
* Empower Customers

The Opportunity:

This position provides outstanding customer service by serving as the primary contact for onsite instrument installation, assay training, and by being an on-site resource for troubleshooting and resolving assay or instrument problems. This position serves as the expert with respect to customer lab operations, training needs/requirements and protocol development. This position serves as part of the commercial organization with the primary responsibility of tactical technical sales support, and as a liaison to the corporate office sharing customer needs, including uses, training and implementation aspects of new product launches. This position requires interaction with a variety of people and positions both within and outside the organization, and the utilization of excellent communication necessary for developing and maintaining good internal and external relations.

Visiting customer sites and performing pre-implementation support, assay and instrument training and troubleshooting,

* Managing the training through validation implementation process to exceed customer expectations and timeline.
* Installing and/or integrating instruments at customer sites and training customers on its operation and maintenance
* Maintaining customer contact reports, training records and installation and maintenance records for all technical support and field service contacts in a timely fashion.

Perform troubleshooting on GenMark products:

* Recognizing, communicating, and properly documenting product issues, complaints and improvements
* Escalating problems, when needed, to appropriate resource for solution,
* Supporingt the process of capturing and addressing customer complaints from reporting of complaints (required) to assisting investigations and CAPA's (when requested).

Provide training and information to customers and employees by:

* Using problem-solving activities to increase customer self-sufficiency
* Analyzing training needs for customer accounts
* Determining scope and evaluate effectiveness of training
* Providing feedback to manager for improvement of training materials, and recommending improvements to the operator and service manuals
* Training both internal and external customers on new and existing tests.
* Managing time, territory and accounts effectively; document activities; identify and implement improvements to internal processes and products; promote customer satisfaction and serve as internal customer advocate; support Sales objectives and organizational directives.
* Resolving basic types of customer service inquiries including: product questions, material requests, and account information. May also need to participate in proactive outbound call program {i.e., welcome and follow up calls) to ensure customer satisfaction, when applicable.

Ability to travel for 80% of time is required, infrequent international travel is possible