Hologic Diagnostics Applications Specialist - Western Canada in United States
Diagnostics Applications Specialist - Western Canada
Post Date Sep 25, 2018
The Field Applications Specialist (FAS) is responsible for on-site installation, customer training, education and troubleshooting Hologic’s products including consumables, instrumentation and applications. Must have the ability to support customers in all aspects of product implementation. Works independently and closely with Sales & Support coordinating customer adaptation and implementation of our technology.
Based in Western Canada, the FAS is responsible for a defined set of customers within a territory and should have the ability to be flexible, think creatively and make customer satisfaction a priority.
Applicants for this position will be field based in Canada. You must be able to access an airport and travel. The territory of this position covers Western Canada (British Columbia to Saskatchewan).
Essential Duties and Responsibilities
Independently schedules and conducts training, installations and field support activities including Preventative Maintenances and Customer Care Calls on company products, equipment and related applications at customer sites with co-travel support as needed
Performs technical and application support including hardware, software and chemistry troubleshooting via telephone, fax and computer (e-mail and Internet), and in person
Develops and maintains strong customer relationships by acting as a liaison between the customer and various departments at Hologic.
Reports field issues, gathers information for complaint records and internal troubleshooting, defines and develops comprehensive solutions and provides necessary follow up to ensure customer satisfaction and technical issues are resolved.
Contacts customers via email, telephone or in person
Provides follow up to customer calls as required and maintains clear and complete records of all customer interactions
Documents activities within the Oracle system and classifies calls according to SOPs
Escalates issues to management as needed
Works closely with sales team in sales process to provide technical support and perform pre-implementation meetings for all customer trainings and on-site Site Assessments as needed.
Builds productive internal and external working relationships
Maintains proficiency in all Hologic molecular products including automation. Maintains clinical knowledge of Hologic Diagnostic Division products
Monitors the competition and reports important activities (technical developments, trends within key accounts, seminars, training sessions, etc.) back to Hologic
May represent Hologic at conferences, trade shows, workshops and seminars locally, regionally or nationally, as necessary
Assists with customer training programs at Hologic facilities, new hire training and other territory support as needed
Provides leadership and represents the voice of the customer (VOC) in cross functional teams in terms of development priorities, schedules and customer deliverables
Contributes to application notes, technical articles, technical and market training materials
Maintains FAS administrative standards, is fiscally responsible, submits expense reports within guidelines, and provides and maintains clear and complete records to comply with all elements of the Quality System relevant to the position
Provides backup to departmental coworkers
Performs other related duties as assigned by management
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work independently and shows initiative when dealing with internal and external customers and projects
Ability to exercise discretion, foresight and independent judgment in performing duties.
Technical competency with the ability to stay current in technical knowledge to troubleshoot technical questions from customers and provide information back to the customer in a helpful, courteous, positive and professional manner
Strong verbal and written communication and organizational skills
Strong and effective teaching and presentation skills
Computer experience, including PC network, Windows, Word, Excel, Internet and others.
Ability and willingness to travel up to 90% of the time
Ability to organize, present, and convey complex problems or issues within and across other functions
Ability to multi-task and make independent decisions while working in a fast-paced environment with multiple and changing priorities
Ability to work in a team environment and adapt to changing plans and circumstances.
Strong attention to details and ability to bring customer situations to satisfactory completion in a timely manner
Valid Driver’s License
Experience setting up reagents/kits to the clinical or research market segments
Experience with automation
Experience working in a molecular diagnostics including PCR chemistry/clinical laboratory setting
Resource awareness – where to go to find answers
Familiarity with current clinical laboratory practices and guidelines
Bachelor's degree in Life Sciences, or related field
Medical Laboratory Technologist certified with the CSMLS(Canadian Society for Medical Laboratory Science)
- 1+ year of relevant experience