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Role Filled

Field Applications Specialist

Scientific Supplier
Internal Technical Support
Tranfusion
2x Roles (North UK and South East)
Contact James

Role Overview

Reporting to the Technical Services Manager, UK, the Application Specialist will be responsible for ensuring stable operation of blood Transfusion equipment and products, byproviding customers with high quality technical instruction and assistance in resolving technical and assay performance problems. The role will interface with Field Service and Sales teams to manage installations and resolve system software and hardware failures. This includes resolving product performance issues while enhancing customer knowledge and use of our products. The incumbent will be also responsible for identifying key areas to increase revenue within a working laboratory.

Company Information

About the position:
Reporting to the Technical Services Manager, UK, the Application Specialist will be responsible
for ensuring stable operation of blood Transfusion equipment and products, by
providing customers with high quality technical instruction and assistance in resolving
technical and assay performance problems. The role will interface with Field Service and Sales
teams to manage installations and resolve system software and hardware failures. This includes
resolving product performance issues while enhancing customer knowledge and use of our
products. The incumbent will be also responsible for identifying key areas to increase revenue
within a working laboratory.

Key responsibilities:
o Provide customer training and Technical Support (including complaint handling) postinstallation of instruments and products
o Provide expert hotline telephone support for customer complaints & enquiries. Capture
complaint details for entry into the complaints management system.
o Document all aspects of the job with appropriate forms and tools
o Perform on site corrective actions following customer complaints and update
corresponding Trackwise entries.
o Perform demos and give presentations in order to highlight to the customer the full range
of solutions, product portfolio and their uses, capabilities and benefits
o Gather information, market trends and customer perceptions of competitors to assist Sales
Team to develop Sales, Marketing and Customer Service strategies
o Improve customer satisfaction and retention through continuing education relating to
product optimisation/utilisation
o Identify areas to upsell products at existing customer sites
o Support the Sales Team’s objectives from both a commercial and a technical standpoint
o Perform and assist with product investigation and assay related issues
o Perform all work activities in compliance with Company policies and Code of Conduct,
local procedures and regulations

About the Candidate:
Specific Skills & Experience
o English native speaker or equivalent
o Bachelor’s degree in Biomedical Science or similar related field
o 5 years of experience in a Transfusion laboratory or 4 years of experience in Application
Support role
o Good working knowledge of blood transfusion
o Proficient in Microsoft Office, Excel, PowerPoint and Outlook

Personal Characteristics
o Sound technical, analytical and problem-solving skills
o Service-oriented mentality and a strong focus on customer needs
o Excellent time management, organisational and interpersonal skills
o Excellent communication and presentation skills
o High problem-solving and decision-making capability
o Independent, hands-on as well as good team player
o Self-motivated and highly committed
o Interdisciplinary thought and quality awareness
o Ability to work in a fast-paced, flexible, dynamic environment
o Ability to interface with cross-functional teams
o Able to travel widely within the UK, but also internationally, if required

Preferred qualifications (nice to have)
o Experience providing training, service and support to external customers with regard to
assay training, instrument operation, instrument calibration and troubleshooting
o Experience assisting internal and external customers in product investigation/complaints, to
ensure customer satisfaction, regulatory compliance and problem resolution
o Previous experience in Hotline Telephone Support to Customers
o Prior experience in the area of Sales or Customer Service

Role Requirements

Key responsibilities:
o Provide customer training and Technical Support (including complaint handling) postinstallation of instruments and products
o Provide expert hotline telephone support for customer complaints & enquiries. Capture complaint details for entry into the complaints management system.
o Document all aspects of the job with appropriate forms and tools
o Perform on site corrective actions following customer complaints and update
o Perform demos and give presentations in order to highlight to the customer the full range
of solutions, product portfolio and their uses, capabilities and benefits
o Gather information, market trends and customer perceptions of competitors to assist Sales Team to develop Sales, Marketing and Customer Service strategies
o Improve customer satisfaction and retention through continuing education relating to product optimisation/utilisation
o Identify areas to upsell products at existing customer sites
o Support the Sales Team’s objectives from both a commercial and a technical standpoint
o Perform and assist with product investigation and assay related issues
o Perform all work activities in compliance with Company policies and Code of Conduct, local procedures and regulations

Person Specifications

About the Candidate:
Specific Skills & Experience
o English native speaker or equivalent
o Bachelor’s degree in Biomedical Science or similar related field
o 5 years of experience in a Transfusion laboratory or 4 years of experience in Application Support role
o Good working knowledge of blood transfusion
o Proficient in Microsoft Office, Excel, PowerPoint and Outlook

Personal Characteristics
o Sound technical, analytical and problem-solving skills
o Service-oriented mentality and a strong focus on customer needs
o Excellent time management, organisational and interpersonal skills
o Excellent communication and presentation skills
o High problem-solving and decision-making capability
o Independent, hands-on as well as good team player
o Self-motivated and highly committed
o Interdisciplinary thought and quality awareness
o Ability to work in a fast-paced, flexible, dynamic environment
o Ability to interface with cross-functional teams
o Able to travel widely within the UK, but also internationally, if required

Preferred qualifications (nice to have)
o Experience providing training, service and support to external customers with regard to
assay training, instrument operation, instrument calibration and troubleshooting
o Experience assisting internal and external customers in product investigation/complaints, to ensure customer satisfaction, regulatory compliance and problem resolution
o Previous experience in Hotline Telephone Support to Customers
o Prior experience in the area of Sales or Customer Service

Locations

Aldershot
Amersham
Ashford
Aylesbury
Banbury
Banstead
Barnet
Basildon
Basingstoke
Beckenham
Benfleet
Bexley
Bicester
Bishop's Stortford
Borehamwood
Bourne
Brackley
Bracknell
Brentwood
Brighton
Bromley
Broxbourne
Buckingham
Bury St Edmunds
Camberley
Cambridge
Canterbury
Carshalton
Caterham
Chelmsford
Chertsey
Chessington
Chigwell
Clacton-on-Sea
Colchester
Corby
Crawley
Cromer
Croydon
Dagenham
Dartford
Dereham
Dunstable
Eastbourne
Egham
Ely
Enfield
Epsom
Felixstowe
Gatwick
Gravesend
Grays
Great Yarmouth
Greenford
Guildford
Harlow
Harpenden
Harwich
Hatfield
Hayes
Haywards Heath
Hemel Hempstead
Herne Bay
Hertford
High Wycombe
Hitchin
Hornchurch
Horsham
Hove
Ilford
Ipswich
Kettering
Kingston-upon-Thames
Leatherhead
Leighton Buzzard
Lewes
Loughton
Luton
Maidenhead
Maidstone
Margate
Marlow
Medway
Milton Keynes
Mitcham
Morden
Newbury
Newmarket
Newport Pagnell
Northampton
Northolt
Norwich
Orpington
Oxford
Peterborough
Purley
Radlett
Rayleigh
Reading
Redhill
Richmond upon Thames
Rickmansworth
Romford
Royston
Saffron Walden
Sevenoaks
Sidcup
Slough
Southall
Southend-on-sea
St Albans
Staines
Stamford
Stevenage
Sudbury
Sutton
Thetford
Tonbridge
Towcester
Tunbridge Wells
Twickenham
Upminster
Waltham Cross
Watford
Welwyn
Whitstable
Wickford
Windsor
Witney
Woking
Wokingham
Previous Listing
Date Updated
05 May 2022
Job reference
69046
Categories
Full Time
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Why Zenopa?

We aim to operate and maintain the following set of core values

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01
In house, contracting department.

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02
We liaise on your behalf

Required equipment, e.g. cars, laptops, mobiles, we negotiate with the employer source and manage these on your behalf.

03
Solid Industry Relationships

Our recruitment teams have built relationships with some of the UK’s most prestigious pharmaceutical companies

04
High Success Rate

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05
Systems that work for you

As an ISO 9000 organisation we have fully defined systems that are regularly audited. You can be assured we consistently following processes that deliver for all.