Customer Application Specialist

Job Requirements

The Customer Application Specialist (CAS) is responsible for delivering expert clinical and application support to healthcare providers, ensuring the effective and optimal use of diagnostic solutions. The CAS acts as a trusted application partner to customers by providing product and workflow expertise (Especially in SLS products), user training, application troubleshooting and continuous optimization. The role supports customers throughout the solution lifecycle, from implementation and go - live through ongoing application support, helping to enhance customer experience and satisfaction.

Your Role:

• You will provide on-site and remote application support, including system demonstration, system implementation, workflow setup and optimization, customer training, application troubleshooting and post go live support for diagnostic solutions. (Especially in SLS products).
• You will provide comprehensive application and clinical workflow support, both onsite and remotely, across the DX product portfolio to ensure optimal solution utilization, customer competency, operational efficiency and customer satisfaction.
• You will promptly and effectively troubleshoot and resolve application-related issues using normal troubleshooting and problem-solving expertise.
• You will escalate unresolved issues, implement corrective actions, and monitor them to completion.
• You will serve as a key point of contact for assigned customer accounts, for the management of application issues.
• You will develop and deliver comprehensive and tailored training programs to internal and external customers, addressing their specific learning needs.
• You will provide application-related support to new installation projects and existing customers, including:
  a) Configuring instruments and related reagents
  b) Perfuming Method Validation studies
  c) Performing optimization and workflow studies
• d) Contributing actively to the development and refinement of application protocols, method validation studies, and workflow optimization
• You will collaborate with Sales, Marketing and Engineering teams:
  a) Achieve timely and high-quality installations, including relevant instruments, software, and assay updates or upgrades
  b) Perform new product evaluations and demonstrations for potential customers
  c) Assay conversion

Your Expertise:

• Bachelor's degree in Medical Technology, Biomedical Science or related fields.
• Minimum 2 years of experience in customer service engineering or application support in diagnostics.
• Strong understanding of laboratory workflows and diagnostic technologies.
• Ability to troubleshoot application and workflow related issues independently.
• Strong communication, presentation and customer training skills
• Strong customer engagement and cross functional collaboration skills
• Willingness to travel and provide on-site customer support when required.