Abbott Field Application Specialist - Abbott Molecular in Paris, France
On a country level THE FIELD APPLICATION SPECIALSIT provide technical field support to Abbott Molecular customers. Introduce AM assays, applications and systems in customer laboratories. Plan and conduct customer training at customer site or in Abbott training facilities. Provide first level problem solving support at customer site. Support local Sales and Marketing organizations by providing demonstrations of AM systems and applications in customer laboratory and during congresses or user group meetings.
Provide technical product demonstrations to customers for instrument, assay and applications.
Assist local Sales and Marketing representatives by providing technical details and input prior, during or after Sales calls.
Support User Group Meetings, congresses and exhibitions by providing product demos, presentations and additional activities as required.
Post- Sales responsibilities:
Provide customer training at the customers laboratory or at Abbott training facilities.
o Acquire necessary training and presentation skills to build and deliver efficient and effective training to AM customers.
o Translate complex matters into easily understandable and motivating training units.
o Plan and deliver customer training according to common AM training standards
Take ownership for reported customer inquiries and complaints and make sure that all requests and issues are answered and resolved in a timely manner and maximum customer satisfaction is achieved.
o Investigate error conditions, diagnose probable root causes and provide Page 2 Printed on: 25.06.2018 at 19:09:01 troubleshooting solutions over the phone or at customer sites.
o Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timeline. o Provide complete information and data, related to customer complaints, and ensure proper documentation in Abbott Call Management Systems.
o Provide missing data independently and upon request by ESS MAS in a timely manner. o Escalate system or assay immanent failures to the next level of support and provide all relevant data describing failure conditions and requests for enhancements to facilitate fast problem solution and continuous improvement of AM products and services.
Prepare technical product launches on a regional or country level, introduce and track performance of new assays and systems in customer laboratories and provide feedback to technical departments in Wiesbaden, Des Plaines or third party manufacturers if requested.
Form the link between customers in EMEA and technical organizations in AM to facilitate an effective flow of information.
Ensure full compliance to AM Quality and Regulatory Procedures. o Timely completion of existing training plans in ETMS, Pilgrim SmartTrain or equivalent databases. o Meet the timeline and goals for complaint registration and investigation as well as complaint closure as defined by QA and Service/Support Management.
Share information, knowledge and experience with all members of the AM Support community, contribute to building and maintaining high level of expertise in entire AM EMEA community. o Participate to technical conference calls and Support Meetings and provide input upon request.
Education: Scientific degree or High School Diploma in Molecular Biology, Biochemistry or related subject. Alternatively equivalent experience in a laboratory environment with focus on molecular diagnostic systems and assays. Preferably experience as Product Specialist, Support Specialist or a related function in Molecular Diagnostic Industry
Knowledge, Skills and Experience:
Excellent knowledge of common molecular biological techniques, required for the support of highly demanding product portfolio of AM, e.g. Nucleic Acid Extraction, PCR, Sequencing, FISH
Highly developed analytical skills for effective solving of complex and demanding failure conditions.
Excellent communication skills to build and maintain relationship to internal and external customers and to facilitate effective problem solving over the phone or at customer site.
Capability to identify and focus on customer needs to create and maintain highest level of customer satisfaction.
Strong training skills for effective training of external customers on use and application of AM products.
Excellent presentation skills to support commercial organizations with demos of AM products and as a key element of training.
Fluency in English language is a requirement, including the ability to write reports, technical documents and analytical problem descriptions.
Organizational skills enabling fast move between different job environments and for properly balancing pre- and post-Sales Support responsibilities.
Excellent knowledge of PC technology and common Software, MS Office.
Strong team skills for effective cooperation with local Sales team members as well as other Field Application Specialists in EMEA and technical departments in Delkenheim and Des Plaines.
Adaptability/Flexibility required to work in different environments, i.e. pre-Sales activities (product demonstrations at customer site or during congresses and customer meetings) and post Sales-activities (on-site troubleshooting, training of external customers at customer sites or in Abbott training facilities).
Stress Management to cope with high workload and frequent travel activities.
Creative thinking and taking initiatives for permanent improvement of processes.
Conflict management to handle difficult situations based on customer complaints or internal disense. Integrity and confidentiality.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email email@example.com