The application specialist is responsible for responding to customers needs and expectations with high quality scientific answers, to contribute to customer long term loyalty, ensuring immediate and proper scientific support to customers (incl. providing instrument training and troubleshooting, settlement of scientific problems and timely update on new methods, techniques and Product Bulletins), and documenting all calls, activities on the CRM System.
This is a field-based role.
Key Responsibilities:
Provide high-level scientific support and operator training to customers
Handle all calls received from customers that relate to CPS and troubleshoot them to provide instant solutions to reagent and software problems due to customer complaints
Escalate unsolved cases to 2nd level support CIR, and/or GCS with complete case explanation
Ensure follow-up until the issue has been resolved and the customer is satisfied
Provide scientific documentation to customers
Document all his activities in Rexis/Lightning/ NFSS
Deliver best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers
Continuing development of application skills to ensure resilience in the support of all CPS products
Proactively propose and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback
Ensure that all administration is completed in a timely and accurate manner and guarantee the activity reporting at the CRM (Rexis) software and appropriate escalation of product issues to management center and ensure that all administration is completed in a timely and accurate manner.
This is a field-based role.
Key Responsibilities:
Provide high-level scientific support and operator training to customers
Handle all calls received from customers that relate to CPS and troubleshoot them to provide instant solutions to reagent and software problems due to customer complaints
Escalate unsolved cases to 2nd level support CIR, and/or GCS with complete case explanation
Ensure follow-up until the issue has been resolved and the customer is satisfied
Provide scientific documentation to customers
Document all his activities in Rexis/Lightning/ NFSS
Deliver best in class support utilizing appropriate systems and processes and providing a consistent and high level of support to customers
Continuing development of application skills to ensure resilience in the support of all CPS products
Proactively propose and implement activities aligned with customer satisfaction surveys and on-going customer and business area feedback
Ensure that all administration is completed in a timely and accurate manner and guarantee the activity reporting at the CRM (Rexis) software and appropriate escalation of product issues to management center and ensure that all administration is completed in a timely and accurate manner.
Requirements:
B.S. Medical Laboratory Sciences, Chemistry, Histopathology, Biology or Biochemistry or work-related experience
Good knowledge and experience in pathology solutions – an advantage
Fluent in English (oral and written)
Technical vocabulary & terminology
Advanced computer skills (Windows and Microsoft Office)
Experience in laboratory practice and/or experience in the use of automated laboratory equipment (our company instruments preferably)
Experience in laboratory manual practice and chemicals handling
Verbal and written communication skills
Planning, administration and decision making
Work well in a team environment
Service/Customer oriented
Creativity & well critical thinking with a proactive mindset.
B.S. Medical Laboratory Sciences, Chemistry, Histopathology, Biology or Biochemistry or work-related experience
Good knowledge and experience in pathology solutions – an advantage
Fluent in English (oral and written)
Technical vocabulary & terminology
Advanced computer skills (Windows and Microsoft Office)
Experience in laboratory practice and/or experience in the use of automated laboratory equipment (our company instruments preferably)
Experience in laboratory manual practice and chemicals handling
Verbal and written communication skills
Planning, administration and decision making
Work well in a team environment
Service/Customer oriented
Creativity & well critical thinking with a proactive mindset.
This position is open to all candidates.
