Diagnostics Solutions Support Partner

Description

• Provide Technical and Application Support: Deliver high-level pre- and post-sales technical support for the molecular diagnostic products, including on-site and remote assistance. Diagnose and resolve technical and application-related issues for customers in a timely manner
• Customer Training and Education: Conduct hands-on training, workshops, and demonstrations for customers on the proper operation, maintenance, and application of diagnostic systems. Drive customer self-sufficiency by developing and delivering expert-level, customized training programs and technical workshops
• Cross-functional Collaboration: Strategically align customer requirements with internal Sales, Service and Customer Support teams to accelerate new solution adoption and resolve critical path issues
• Documentation and Reporting: Maintain detailed records of support activities, and contribute to the development of application documentation and knowledge databases
• Validation and Implementation: Lead end-to-end site validation and implementation of new molecular diagnostic assays and instrumentation, ensuring compliance with regulatory standards

Qualifications

• You should hold a Bachelor's or Master's degree in Molecular Biology, Medical Technology, Biomedical Sciences, or a related field with a least minimum 5 years of relevant experience in clinical/research laboratory setting or relevant experience in applications support, with hands-on experience in molecular biology techniques
• You should posses Essential proficiency in molecular biology techniques such as PCR and qPCR
• You should be familiar with standard lab equipment and laboratory workflow as well as lab information systems (LIS) and knowledge in Digital Solutions in lab will be an advantage
• You should have proven ability to build strong, collaborative relationships with cross-functional teams (Sales, Service and Customer Support) to achieve shared business and customer goals
• You should have dedicated and positive attitude with focus on achieving customer success and satisfaction, acting as a trusted consultant and brand representative