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5500 to 5800 per month
September 21 2017
Our company seeks an individual who will interface with other Application Specialists, Customer Service Engineers, Second level support, automation and IT team, account managers, business managers and if needed, other members of the Siemens Healthinessorganization. The right candidate will report to Application Manager Laboratory Diagnostics or Point of Care.
Region: The work is mainly in the Dutch Speaking Part of Belgium which could overfloat to the French-speaking region.
Products: The main goal is to get the products in the coagulation range.
Mission: The mission of this role is for an individual to be responsible for the installations, demonstrations, training, troubleshooting, and follow-up of all attributed instruments at the customer site based on the specific visit plans. Apart from that, the right person will support the sales team to increase Assay utilization (APP) on the existing installed base. The qualified candidate will work closely with the Account Manager for the retention of all existing systems and prolongation of contracts.
-Demonstrating customer focus to increase the customer satisfactions by:
•Ensuring that all the necessary professional installation in line with the available checklists based on instruments.
•Performing highly professional customer demonstration and training as well as providing quality support to solve customer complaints.
•Supporting the sales team in the identification of Assay Penetration opportunities as well as in the provision of relevant information as may be requested in tenders.
•Following up the process as documented in the Quality Manual as well as demonstrating pro-active attitude internally and externally
•Developing and maintaining professional relationships with all the customers.
-Assuring professional installations by:
•Managing instruments and assay installations based on the company guidelines and procedures.
•Ensuring the customer receive the necessary documentation for accreditation.
•Making the system validations done in line with the company guidelines and documented as appropriate for the customer.
•Working closely with the CSE to bring about system or assays as well as work closely together with the Project Manager and the Sales team for the coordination of the installations and validation of the systems and assays.
-Performing professional customer demonstrations training:
•Preparing the meeting room and systems, training documentation and evaluation form of the training.
-Ensuring the follow up of quality assurance in customer complaints:
•Receiving calls on hotline responding to different complaints of the customers as soon as possible.
•Logging the calls based on the established process as well as solving calls and optimizing fix rate and response time.
•Informing the team leader or sales team of situations where customer satisfaction is compromised.
-Supporting the Sales team:
•Looking for all possible opportunities to add on the assay to the existing installed base.
•Supporting the team for the system retention and the prolongation of existing contracts at the customer sites
•Providing the information requested in tenders.
-Following up the process as documented in the Quality Manual by complying with all the processes as described.
-Being responsible for the IMMULITE product line for PRISCA as well as sharing database reports for his customer base.
-Other additional responsibilities may include:
•Organizing system software updates with CSE in line with the deadlines set by the company as well as informing the customers of the advantaged inherent in the updates.
•As a referent AS for some certain product line, you are expected to participate in different conference calls as organized by the RSC or global to collect info and share with your colleagues and ensure that all documents for such products are up to date on the server.
Education and working experience:
-A university degree in Microbiology, Medical Technology, Biochemistry or any equivalent in a relevant life science discipline.
-Knowledge of the IVD market and the equipment used in the diagnostics labs.
-IT knowledge combined with the knowledge of coagulation.
-Excellence in knowledge of the service and customer support requirements.
-Perfect Dutch and English with excellent knowledge of French are required.
-Good interpersonal skills to relate to people around you.
-Self-reliance as well as the ability to motivate people to do more.
-Ability to communicate well by engaging in technical or commercial discussions with your internal and external customers in such a simple way.
-Ability and willingness to respect and comply with the company’s seven business principles.
-Excellent teaching, commercial and team playing skills.
-Ability to organize and prioritize your works as well as functions without any close supervision.