The Field Application Specialist is responsible for:
The position will cover both Clinical Diagnostics and Life Science product ranges. The primary job functions include and not limited to:
- Provide pre and post sales technical application support to customers to achieve customer satisfaction and business objectives.
- Conduct product application training courses for customers and for internal team
- Manage product evaluation at customer sites to meet business
- Support sales personnel to achieve team
Candidate needs to be independent, self-motivated, like to work with people and can work under pressure. Possesses a positive attitude towards work, forthcoming, ability to multi-task, creative in handling technical application service matters/problems. This position requires the person to travel regionally and attend to market application needs. Candidate should possess exceptional verbal and written communication skills, excellent inter-personal skills, soft skills in customer relation management, organization skills, as well as excellent technical analysis and problem-solving skills.
How You’ll Make an Impact:
Provide pre-sales (50%) and post-sales (50%) application support
- Conduct pre-sales product demonstrations and
- Conduct product application training, including preparing materials required, for customers and for the internal staff.
- Provide post-sales technical support mainly for trouble shooting purpose to achieve customer satisfaction and meet business objectives.
- Develop a systematic troubleshooting approach to diagnose common application problems to be shared among team members.
- Manage product evaluation and provide feedback on further evaluation needs at customer site as part of the sales process and ensure it meets business objectives.
- Create training / Demo module (training notes, equipment, consumables & checklist) to be used as reference for other FAS
- Ensure that the Bio-Rad commitment to customer satisfaction is achieved and constantly improved
- Log in all field visits in SFDC system
Execute the customer technical service (CTS) workflow process with key stakeholders
- Work and communicate proactively with the technical team and regional/global support to follow up with technical inquiries and solve the problem timely and effectively.
- Assist and execute the technical follow-up with CTS and the service team for supporting customers and assure them the technical inquiries are addressed with satisfaction.
- Demonstrate teamwork and take initiatives, initiate possible solutions, discuss and align the internal team to work out effective solution for tackling the customer’s inquiries.
- Collect information and provide holistic analysis for finding the cause of issues and working out the proper solution with internal team in a timely manner.
- Strictly follow the SOP for prompt communication with customers for product notification or any quality related issues or update within the required timeframe or 24 hours.
- Gather and file customer information for product notification or technical issues to fully comply with the internal regulatory and customer’s requirements.
Support workshops/ Exhibitions & Seminars
- Presentation on specific product
- Prepare materials required for workshop/exhibitions &
- Manage relationships with key
- Ensure that the Bio-Rad commitment to customer satisfaction is achieved and constantly improved
Administration
- Maintain technical application training files
- Ensure all instruments used for evaluation are properly accounted for
- Maintain technical information and ensure it is well organized with all relevant documentation are in order and traceable
What You Bring:
Essential Qualifications and Experience
- PhD Degree in Sciences associated discipline
- Minimum 3+ years technical experience in a clinical and life science laboratory set-up with a strong technical understanding of laboratory procedures and changing trends
- Superior technical and application knowledge of clinical diagnostics and life science methodologies and data management software
- Experience with managing evaluation and training
Essential Qualities
- Proactive and passionate to provide excellent support to meet customer satisfaction
- Superior presentation and training skills
- Excellent written, oral communication and interpersonal skills
- Excellent organization and planning skills
- Demonstrated initiative
- Results driven
- Good proficiency on Cantonese, Mandarin & English are required for effective communication with stakeholders and customers.
Desirable
- Proven track record of customer satisfaction in a technical support environment
- Experience at conducting field installations and training
- Experience in building and maintaining strong customer relationships
- High level of skills in computer literacy, software usage and laboratory information systems
- Industry knowledge, professional affiliations
- Able to work independently and proactively provide feedback
Benefits: Bio-Rad's biggest asset is our people, and this is the reason why our Total Rewards deliver programs that provide value, quality, and inclusivity while satisfying the diverse needs of our evolving workforce. Our offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle. We’re proud to offer comprehensive medical plans and insurance, wellness programs, extensive learning and development opportunities and more.
EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. Veterans, people with disabilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.
Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.
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