Field Application Specialist (Clinical Diagnostics/Life Science)

Bio-Rad Laboratories, Inc. (Hong Kong, Hong Kong) 14 days ago

The Field Application Specialist will cover both Clinical Diagnostics and Life Science product ranges. The primary job functions includes but not limited to:
1. Provide pre and post sales technical application support to customers to achieve customer satisfaction and business objectives.
2. Conduct product application trainings to customers and to internal team members.
3. Manage product evaluation at customer site to meet business objectives.
4. Support sales personnel to achieve team objectives.

He/she needs to be independent, self-motivated, likes to work with people and can work under pressure. Possess positive attitude towards work, forthcoming, ability to multi-task, creative in handling technical application service matters/problems. This position may requires the person to travel regionally and attend to market application needs. He/she should possess exceptional verbal and written communication skills, excellent inter-personal skill, soft-skill in customer relation management, organization skill, as well as excellent technical analysis and problem solving skills.

1. Provide pre- and post-sales technical application support

  • Provide post-sales technical application 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 sales process and ensure it meets business objectives.
  • Conduct pre-sales product demonstrations and presentations.
  • Conduct product application training, including preparing materials required, to customers and to internal staffs.
  • Create training / Demo module (training notes, equipment, consumables & checklist) to be used as reference for other FAS
  • Work with manager to devise the yearly application training plan
  • Ensure that the Bio-Rad commitment to customer satisfaction is achieved and constantly improved
  • Log in all field visits in SFDC system.

2. Execute the customer technical service workflow process with key stakeholders

  • Work and communicate proactively with technical team and regional/global support to follow up technical inquiries and tackle the problem solving timely and effectively.
  • Assist and execute the technical follow up with CTS and service team for supporting customers and assuring the technical inquiries are addressed with satisfaction.
  • Demonstrate teamwork and take initiatives, initiate possible solutions, discuss and align the internal team to work out the 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 timely manner.
  • Strictly follow the SOP for prompt communication with customers for product notification or any quality related issues or update within required timeframe or 24 hours.
  • Gather and file customer information for product notification or technical issues so as to fully comply with the internal regulatory and customer’s requiremen

3. Support workshops/ Exhibitions & Seminars

  • Presentation on specific product applications.
  • Prepare materials required for workshop/exhibitions & seminars.
  • Manage relationships with key customers.
  • Ensure that the Bio-Rad commitment to customer satisfaction is achieved and constantly improved

4. Administration

  • Maintain technical application training files
  • Ensure all instruments used for evaluation are properly accounted for
  • Maintain ICCR files and ensure it is well organized with all relevant documentation are in order and traceable

  • A Qualification Degree in Medical Technology or Sciences associated discipline
  • Minimum 3+ years technical experience in a clinical and life science laboratory set-up with 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 at managing evaluation, conducting field installations and training
  • Experience at building and maintaining strong customer relationships
  • Proven track record of customer satisfaction in a technical support environment
  • Proactive and passionate to provide excellent support to meet customer satisfaction
  • Superior presentation and training skills
  • Excellent written, oral communication and interpersonal skills
  • Excellent organisation and planning skills
  • Demonstrated initiative
  • Results driven
  • Good proficiency on Mandarin & English
  • High level of skills in computer literacy, software usage and laboratory information systems
  • Industry knowledge, professional affiliations
  • Able to work independently and pro-actively provide feedback

Field Application Specialist (Clinical Diagnostics/Life Science)

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