The Technical Support Specialist (TSS) provides primary high-quality post-sales technical and scientific support for Idylla™ instruments and assays, supporting customers and distributors in the effective and reliable use of the system. He/She gives trainings & demonstrations to end-users
He/She provides efficient versatile customer support including remote as well as on-site installations, email and phone inquiries, application support, workflow analysis, planning and troubleshooting.
The Technical Support Specialist supports the execution of global marketing & sales actions in the designated Territory and proposes local marketing & sales actions where needed.
Accountabilities
* Instrument installations, upgrades and system maintenance;
* Ensure that end-users in the region have access to application support as needed through email, phone, and on-site visits;
* Handle customer complaints and inquires by maintaining strong relationships with the different customer stakeholders;
* Assist in customer acceptance of systems delivered;
* Workshops and Demonstrations;
* Conducts end-user trainings;
* Carry inquiries and forward to Customer Support in cases where he/she cannot solve them own his/her own;
* Participate in product launches in the region by providing training to distributors and end-users;
* Makes sure that feedback from distributors and/or end-users is shared with the Product Management team and other relevant internal stakeholders
Profile requirements
* A Master’s degree in a scientific orientation or equivalent through experience and/or training;
* Extensive knowledge of molecular biology is required;
* Experience in working within the diagnostics or medical device industry is preferred;
* 2-3 years of experience working in a similar role is a plus;
* Experience in working in a travel focused role is preferred;
* Knowledge of the diagnostic market, preferably molecular diagnostics and/or pathology is preferred;
* Customer centric mindset;
* Self-starter, Experience in working independently with little direct supervision;
* Excellent presentation skills;
* Documented experience with delivering technical and/or scientific training;
* Outstanding problem solving and interpersonal skills;
* Applied knowledge of MS Office (Excel, PowerPoint, Word, Outlook);
* Applied knowledge of CRM, preferably Salesforce;
* Excellent English communication skills, both verbal and written;
* Fluent in local language(s) of the respective region : Spanish and Portuguese.
Our offering
We offer you an exciting job in a fast growing international and innovative environment where you can work with top entrepreneurs in the biotech industry.
You can be part of a very dynamic, young and growing team.
You will have freedom to shape your work and shape your job where you deem it necessary: we value your input.
Of course we offer you an appropriate compensation package for this sales support role.