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Technical Application Specialist (TAS)

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Research & Development
  • Milan

AI generated summary

  • You need a scientific degree or equivalent lab experience, deep knowledge of molecular techniques, strong problem-solving skills, and fluency in English, Italian, and preferably French or Portuguese.
  • You will provide remote and on-site technical support for MDx products, conduct training, troubleshoot issues, coordinate with sales, and ensure compliance in customer labs across EMEA.

Requirements

  • Scientific degree or High School Diploma in Molecular Biology, Biochemistry or related subject. Alternatively equivalent experience in a laboratory environment with focus on molecular diagnostics systems and assays. Preferably experience as Product Specialist, Support Specialist or a related function in Molecular Diagnostic Industry.
  • A deep understanding of common molecular biological techniques, required for the support of highly technical product portfolio of MDx
  • A good understanding of Nucleic Acid Extraction, Polymerase Chain Reaction (PCR), Fluorescence In-situ Hybridization (FISH)
  • Essential for effective solving of complex failure conditions
  • As part of the TAS role it is essential to build and maintain relationship to internal and external customers and to facilitate effective problem solving over the phone
  • Capability to listen, identify and focus on customer needs to create and maintain highest level of customer satisfaction
  • Required for effective demonstration or training of internal and external customers on use and application of MDx products
  • Fluency in English, Italian and either French or Portuguese will be beneficial

Responsibilities

  • Provide first and second level remote support to internal and external customers and on-site in customer laboratories with a focus on the Europe, Middle East and Africa (EMEA) area. Serve as technical expert for Molecular Diagnostics (MDx) assays, applications and systems to ensure proper product integration and troubleshooting in customer laboratories.
  • Develop and conduct application training for MDx products to internal and external customers and setting the standards of MDx knowledge transfer and ensuring a high level of expertise inside and outside the company. Support local Sales and Marketing organizations by providing demonstrations of MDx systems and applications in customer laboratory and during congresses or user group meetings.
  • Form the communication link between worldwide technical organizations in MDx facilitating an effective and fast flow of critical information.
  • The continuous direct customer contact and the responsibility for solving application or assay related customer complaints, strongly influences the MDx image by the level of customer satisfaction. This contributes to the continuous improvement of MDx products and services.
  • Provide technical product demonstrations to customers for instrument, assay and applications
  • Assist local Sales and Marketing representatives by providing technical details and input prior, during or after Sales calls (tender support)
  • Support User Group Meetings, congresses and exhibitions by providing product demos, presentations and additional activities as required
  • Tender support for technical aspects of instrumentation and assays.
  • Provide customer support to MDx customers via chat, email, telephone and on-site
  • Ensure compliance to MDx’s quality and regulatory system, by accurately capturing and documenting complaints and inquiries in MDx’s Call Management Systems. As well as meeting timelines and closure goals for complaint registration and investigation per operating procedures and as defined by Quality Assurance and Service/Support Management
  • Serve as an expert for MDx assays, applications and systems and provide first and second level support to MDx internal and external customers
  • Investigate error conditions, diagnose probable/root causes and provide troubleshooting solutions remotely or at customer sites
  • Manage escalated issues and coordinate all required activities to resolve customer complaints and meet customer expectations and timeline
  • Escalate system or assay immanent failures to the next level of support and provide relevant data describing failure conditions and requests for enhancements to aid problem solving and continuous improvement of MDx products and services
  • Develop training concepts for MDx products, assays, applications and system operation and deliver training to internal and external customers
  • Deliver training to customers on-site or at Abbott facilities
  • Form the link between technical organizations in MDx and other stakeholders in MDx and Abbott globally to facilitate an effective flow of information
  • Prepare technical product launches, introduce and track performance of new assays and systems in customer laboratories
  • Build links with the sales team and develop an understanding of Sales activities and recognize opportunities that can be fed back.
  • Support Marketing and local commercial organizations by providing demos of MDx products and systems to customers.
  • Participate to technical conference calls and Support Meetings and provide input upon request.

FAQs

What is the main focus of the Technical Application Specialist (TAS) role?

The main focus of the TAS role is to provide first and second level remote support for Molecular Diagnostics (MDx) assays, applications, and systems, primarily in the Europe, Middle East, and Africa (EMEA) area.

What types of technical support will I provide as a TAS?

As a TAS, you will provide technical support via chat, email, telephone, and on-site in customer laboratories. You will diagnose issues, investigate error conditions, and provide troubleshooting solutions, both remotely and at customer sites.

What qualifications are required for this position?

A scientific degree or High School Diploma in Molecular Biology, Biochemistry, or a related subject is required. Alternatively, equivalent experience in a laboratory environment focusing on molecular diagnostics systems and assays is acceptable.

What kind of training will I be responsible for in this role?

You will develop training concepts for MDx products, assays, applications, and system operations, and deliver training to both internal and external customers, either on-site or at Abbott facilities.

Is prior experience in the Molecular Diagnostic industry necessary for this role?

While not strictly necessary, prior experience as a Product Specialist, Support Specialist, or in a related function within the Molecular Diagnostic industry is preferred.

What languages are required for the TAS position?

Fluency in English is required, along with fluency in either Italian and a beneficial understanding of either French or Portuguese.

Will I be required to support sales and marketing efforts?

Yes, you will support local Sales and Marketing organizations by providing technical details during sales calls, as well as offering product demonstrations during user group meetings, congresses, and exhibitions.

How do I ensure compliance with quality and regulatory systems?

You will ensure compliance by accurately capturing and documenting complaints and inquiries in MDx’s Call Management Systems and adhering to the timelines and closure goals defined by Quality Assurance and Service/Support Management.

How does this role contribute to customer satisfaction?

The TAS role contributes to customer satisfaction by directly engaging with customers to resolve application or assay related complaints, thereby influencing the MDx brand image and promoting continuous improvement of MDx products and services.

Will travel be required for this position?

Yes, travel may be required for on-site support in customer laboratories, as well as for participation in user group meetings, congresses, and exhibitions.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

At Abbott, we’re dedicated to helping people live more fully, in everything we do. We’re creating the future of healthcare through life-changing technologies that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love. With headquarters in north suburban Chicago, Abbott serves people in more than 160 countries with leading medical devices, diagnostics, nutrition products and branded generic medicines. More than 115,000 of us are helping millions of people to live better and healthier, every day around the world. Our employees do work that matters as part of a global community that supports them with career development opportunities and locally competitive benefits. Mission: We help people live better and healthier with our life-changing technologies. We're revolutionizing health with the most personal technologies, empowering people with the data and knowledge they need to help them live longer and better.