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Role Description
The Customer Application Support is responsible for support and training of Diagnostics products in a manner that meets or exceeds customer satisfaction and quality expectations. The Application Scientist will train and support customers on the full end-to-end customer solutions including both instrumentation and reagents. The successful candidate will provide technical feedback to product development, be responsible for training customers, be able to troubleshoot customer’s issues both onsite and remotely, and open F1 complaints when required for investigation by manufacturing.
- Troubleshooting, resolving, and testing technical issues for products assigned by the Team Leader
- Dispatching field engineers when appropriate
- Creating appropriate documentation for all work performed
- Engaging Customer Service to assist with technical reviews of equipment orders
- Transitioning knowledge to other team members through documentation and communication
- Understanding and communicating product descriptions and customer specific workflows for products supported to product management
- Conducting customer training sessions for products assigned by the Team Leader
- Producing and maintaining customer training material
- Assisting in the creation of technical support standards and improvements that increase efficiency and improve turnaround times and customer satisfaction
- Assisting in special projects such as optimization and configuration of new instrumentation for individual assays
- Proactively communicating status of special projects and unresolved issues to the Team Leader
- Transferring application knowledge to the regions
- Training new and current employees in procedures and policies such as SFDC
- Delivering on deadlines, proactively providing status reports, and managing tasks from inception through completion with consistent supervisory guidance
30% Domestic travel required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.
Qualifications
- Bachelor’s degree in STEM discipline and 2+ years’ experience in a technical, customer facing role
- OR Medical Technologist certificate and 2+ years of experience in a diagnostic laboratory
Requirements
- Demonstrates ability to work in a team environment with shared goals and responsibilities
- Ability to provide clear and structured written documentation
- Ability to perform moderate and/or highly complex analytical processes without direct supervision
- Excellent group interaction skills and negotiating skills
- Demonstrated ability to handle multiple tasks with different priorities
- Excellent presentation skills in front of internal teams, customers, and large audience (during conferences, webinars, etc.)
- Ability and willingness for domestic travel at least 50% of the time
Benefits
- Medical, Dental, and Vision Insurance Options
- Life and Disability Insurance
- Paid Time-Off
- Parental Benefits
- Compassionate Care Leave
- 401k with Company Match
- Employee Stock Purchase Plan
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