DirecciónJob Description
Title of position: Field Application Specialist
Group/Division: Specialty Diagnostics Group/ImmunoDiagnostics Division/Service
This position reports to: Application Support Manager, Southern Europe
Number of direct reports: 0
Location: Madrid Area
Position Summary
The candidate, part of the South Europe Service organization, provides and ensures customer satisfaction, as primary contact, for specialist, application and related troubleshooting diagnosis and general support on specialized system. Conduct on-site installation assays, technical support and troubleshooting, installation training and CRM reporting.
Essential Job Functions and Accountabilities
Provide technical support and troubleshooting in customer site working very close with the local Field Service Engineers in Center region.
Perform instrumentation verification assay runs and dilution qualification tests on the Phadia instrumentation range.
Deliver Basic, Advanced and Refresher training courses to end-users on our range of instrumentation at the customer laboratory
Provide support for reagent and system based customer complaints, through remote support and customer visits as required in a timely and professional manner.
Deliver training on assay methods.
Complete service reports in CRM and ensure they are completed both fully and accurately and returned to the customer in a timely manner.
Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems.
Work closely with the rest of field service engineers, sales and marketing organizations to qualify and fully understand our customers’ needs.
Liaise with local colleagues to resolve technical issues.
Contribute to the development of training material, support literature and technical guidance for external and internal customers.
Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful and share that expertise with internal and external customers.
At all times, ensure that quality and regulatory requirements and company policies are adhered to.
Participate in South Europe Application Specialist forums and meetings.
Maintain an awareness of both ISO9001 & ISO13485 and their role within the quality management system.
Work diligently towards achieving goals and delighting our customers.
Participate in continuous improvements initiatives.
At all times, strive to live up to the 4i values of Thermo Fisher Scientific.
Internal Networking/Key relationships
Internal: Field Service, Sales, Tender and Marketing teams
External: National support centers
Education and Professional Experience Qualifications
Bioengineering degree, Science subjects or related field
Previous experience of 2 years in clinical specialists service or clinical laboratory field
Ability and willingness to travel, mainly in Center region
Knowledge of IT tools (Office, Outlook etc ..) and network connection
Driving license
Skills & Capabilities Professional Experience Qualifications
Energetic, self-motivated and a great teammate, with a positive attitude to problem solving
Ability to work within a fast-paced environment
Customer oriented mentality
Excellent communication (oral and written) and interpersonal skills
Focus on priorities
Organized, able to multi-task and proactivity
Good English knowledge oral and written
Knowledge of Portuguese (valuable)
Residence in Madrid area
This job description does not describe all the duties, tasks and responsibilities that need to be performed in the function. Any other job related instructions, duties, tasks or responsibilities that are requested by the team leader or manager are required to follow.
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Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
