Responsible for on-site installation, customer training, education and troubleshooting of company products including consumables, instrumentation and applications. Must have the ability to support customers in all aspects of product implementation. Works independently and closely with Sales & Support coordinating customer adaptation and implementation of our technology.
Independently schedules and conducts training, installations and field support activities including Preventative Maintenances and Customer Care Calls on company products, equipment and related applications at customer sites with co-travel support as needed.
Performs technical and application support including hardware, software and chemistry troubleshooting via telephone, fax and computer (e-mail and Internet), and in person.
Develops and maintains strong customer relationships by acting as a liaison between the customer and various departments. Reports field issues, gathers information for complaint records and internal troubleshooting, defines and develops comprehensive solutions and provides necessary follow up to ensure customer satisfaction and technical issues are resolved.
Contacts customers via email, telephone or in person. Provides follow up to customer calls as required and maintains clear and complete records of all customer interactions. Documents activities within the Oracle system and classifies calls according to SOPs. Escalates issues to management as needed. Works closely with sales team in sales process to provide technical support and perform pre-implementation meetings for all customer trainings and on-site Site Assessments as needed.
Builds productive internal and external working relationships.
Maintains proficiency in all company molecular products including automation. Maintains clinical knowledge of company Diagnostic Division products.
Monitors the competition and reports important activities (technical developments, trends within key accounts, seminars, training sessions, etc.) back to company.
May represent the company at conferences, trade shows, workshops and seminars locally, regionally or nationally, as necessary.
Assists with customer training programs at company facilities, new hire training and other territory support as needed.
Provides leadership and represents the voice of the customer (VOC) in cross functional teams in terms of development priorities, schedules and customer deliverables.
Contributes to application notes, technical articles, technical and market training materials.
Maintains FAS administrative standards, is fiscally responsible, submits expense reports within guidelines, and provides and maintains clear and complete records to comply with all elements of the Quality System relevant to the position.
Provides backup to departmental coworkers.
Performs other related duties as assigned by management.
Must be bilingual (French and English)
Ability to work independently and shows initiative when dealing with internal and external customers and projects.
Ability to exercise discretion, foresight and independent judgment in performing duties.
Technical competency with the ability to stay current in technical knowledge to troubleshoot technical questions from customers and provide information back to the customer in a helpful, courteous, positive and professional manner.
Strong verbal and written communication and organizational skills.
Strong and effective teaching and presentation skills.
Computer experience, including PC network, Windows, Word, Excel, Internet and others.
Ability and willingness to travel up to 90% of the time.
Ability to organize, present, and convey complex problems or issues within and across other functions.
Ability to multi-task and make independent decisions while working in a fast-paced environment with multiple and changing priorities.
Ability to work in a team environment and adapt to changing plans and circumstances.
Strong attention to details and ability to bring customer situations to satisfactory completion in a timely manner.
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