This position is a very visible to the external customer and will influence customer purchase decisions. Frequent interaction with customers’ onsite and via telephone; leadership roles on teams or major projects.

Primary Job Function:

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Provide support to customers and field personnel as the primary contact for onsite instrument and assay integration and training; and serve as a resource for internal/external customers in troubleshooting and resolving instrument and/or reagent problems onsite or over the phone; and document information into the complaint handling system.

Core Job Responsibilities:

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• Responsible for implementing and maintaining the effectiveness of the quality system. Lead multi-site/multi-instrument integrations and reagents into customer sites/laboratories; including new product launch.
• Plan the onsite integration process. Work with Group Leader as technical lead to execute project plan across customer systems.
• Manage the integration process to meet customer expectations and timeline. Lead critical account management situations as part of combined sales/service/support effort.
• Provide appropriate training for the customer on the newly installed instrument.
• Perform troubleshooting on issues related to reagent or instrument performance designed to improve customer self-sufficiency.
• Provides technical phone and on-site support to proactively maintain product performance or resolve customer complaints with ADD products for hardware; software and reagent issues.
• Investigate problems; diagnose probable causes; systematically eliminate alternatives; provide solutions; document information into complaint handling system.
• Provide data to the organization on customer use/preferences leading to customer driven design/customer usability.
• Responsible for identifying and communicating critical gaps and recommend potential improvements to cross functional work processes.

Education Requirements:

• Preferred: Bachelor's Degree in Medical Technology (Laboratory)

Minimum Experience / Training Required:

• Two to four years’ experience in laboratory environment, field service, technical call center,