Job Description
Field Customer Support Specialist - Northeast
Job Locations
US-Remote
Company
Meridian Bioscience, Inc.
Department
Sales
# of Openings
1
About Meridian
Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.
Job Summary
The Technical Support Specialist is primarily responsible for the formal technical training, validation assistance and implementation support of Meridian's molecular and UBT platforms within the assigned geographical region. Responsibilities also include answering product and instrument related technical questions from customers, the sales force, and domestic and international distributors as needed. Additional duties may include conducting product demonstrations at customer labs, instrument set up and software upgrades, preparing and presenting topics to hospitals or laboratories, and training and validation support for immunoassay product lines as needed.
Key Duties
Tasks/Duties/Responsibilities:
Deliver product training to customers on equipment use, monitor customer installations of instruments and product use to ensure proper performance, improve customer satisfaction and
maintain customer relationships.
Coordinate system installation with Field Support Manager, Field Sales, Marketing, and customer sites.
Assist in product technical training for internal sales and distributors and follow up with training feedback.
Provide post training support and follow-up to assist end users in going live with Meridian assays.
Site visit wellness checks to ensure customer satisfaction and to discuss Meridian products.
Answering product and instrument related technical questions, assisting customers in the interpretation of test results, explain test result to customers to reach agreement.
Report information required for customer Complaints and Inquiries to internal Technical Support team to ensure timely investigation and resolution of all complaints.
Solve application/product problems promptly and completely from end users in coordination with internal Technical Support.
Weekly reporting on new user implementation status.
Assist region sales managers with new sales rep training and other sales initiatives.
Follow-up with the customers via phone calls and in writing to ensure customer satisfaction.
Send replacement components, instruments and validation/evaluation samples to customers.
Inform appropriate person(s), sales representatives, product managers, etc. as needed of pertinent information relating to customer and/or product.
Assist in product/process improvements as necessary.
Relay information regarding product or process improvements gathered from customers and sales representatives to appropriate personnel as needed.
Evaluate new and existing products as necessary and provide feedback to product manager or other appropriate personnel as needed.
Perform product investigations and comparisons as needed.
Make recommendations for, and assist in, revising package inserts, product labels, promotional materials, and SOPs.
Perform software upgrades on instrumentation and complete all necessary documentation.
Other duties as assigned.
Ability to walk up and down several flights of stairs throughout the work day in a multi-location facility.
Must be able to lift 40 pounds.
Must wear personal protective equipment (gloves, face shields/safety glasses, etc.).
Must adhere to applicable bio-safety practices when on the manufacturing floor or in laboratories.
Ability to stand, stoop, reach, push and pull carts throughout the course of the work shift.
Must be able to stand or sit for long periods of time through the course of the work shift.
Must be able to analyze and interpret data.
Must be able to concentrate and problem solve routinely throughout the course of the work shift.
Must be able to travel up to 80%, or as required.
Qualifications
Minimum Education or Equivalent Experience Required/Preferred:
Bachelor's degree in Molecular Biology, Biochemistry, Medical Technology, Biomed, Biology, or Chemistry required
Clinical laboratory or diagnostic industry experience a plus.
Minimum 4-5 years' experience in customer support, hands-on instrumentation use or instrumentation support.
Competencies Required or preferred:
Candidate must live in assigned territory
Ability to read, understand and follow all company Standard Operating Procedures (SOPs) and guidelines.
Must be able to empathize with the customer, understand customer needs, act in an urgent manner to resolve customer issues and raise issues internally to the appropriate people in order to resolve customer issues.
Understanding of good scientific principles.
Excellent problem solving and troubleshooting skills.
Excellent interpersonal, organizational, written, and oral communications skills.
Ability to work independently as well as collaboratively in a team setting with peers and colleagues in a cross functional setting.
Must be a self-starter, able to prioritize and handle multiple tasks and ability to meet strict deadlines and perform under pressure in a fast-paced work environment.
Computer proficiency (MS Word, and Excel)
Ability to maintain regular attendance and punctuality requirements.
Ability to have a flexible schedule to start early and/or stay late depending on customer schedules.
Required Travel %:
80% Domestic Travel
* (USA Only)*
We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
