Field Application Specialist (Clinical Diagnostics and Life Science)
- Kowloon, Hong Kong
- Permanent
- Full-time
- 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
- 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
- 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.
- 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
- 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
- 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
- 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.
- 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