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Field Application Specialist

4 months ago

New York, United States Ortho Clinical Diagnostics Full time
The Opportunity

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Opportunity

The Field Application Specialist is the front-line resource responsible for providing technical and sales support to Clinical Laboratory (CL), Transfusion Medicine (TM), and Automation sales within a geographic territory or list of named accounts. Responsible for driving solution implementation, providing both proactive and reactive customer support, optimizing customer laboratory configuration, and contributing to ultimate retention and menu expansion of current customers by teaming with Customer Experience Managers (CEMs) and Health System Executives (HSEs), as applicable. This is a remote position covering the Long Isalnd/NYC territory.

The Responsibilities
  • Customer Retention: Maximize customer retention rates by ensuring customer satisfaction, executing pre-defined customer touch point/call plan, leading customer training (on-site, as needed), anticipating and defending against competitive threats, and leveraging strategic selling framework
  • Menu Expansion: Proactively team with CEM & HSE to identify and close menu expansion opportunities
  • Strategic Planning: Team with CEM & HSE to align on and execute strategic plans that prioritize, retain, and expand current CL and TM accounts.
  • Product Implementation (Test of Record): Drive efficient implementation of new products through deep product knowledge and execution of optimal, standardized Ortho processes; crossed trained in CL, Automation and TM
  • Customer Support: Participate in troubleshooting and re-training to address customer issues, as necessary; work with internal Ortho resources and customer to ensure timely resolution of issues
  • Consulting and Troubleshooting: Optimize customer laboratory configuration and operation through proactive consulting and troubleshooting customer touch points;
  • Cross-Team Coordination: Collaborate with CEM to retain and expand menu; teams with HSEs to execute HSE-led IDN strategy, as applicable
  • Forecasting and Reporting: Provide timely and accurate updates on lab activity, account updates, and other reports via CRM system; collaborate with Marketing to identify opportunities for equipment placement in CRM environment
Key Accountabilities:
  • Meet overall territory revenue goal
  • Meet product-specific revenue goals
  • Meet instrumentation goals in-line with AOP language
  • Retain current accounts and maintain existing spend levels
  • Meet menu expansion goals
  • Achieve or maintain implementation timelines
  • Drive customer satisfaction
Key Points of Interaction:
  • Customer Experience Manager to strategically plan and conduct sales calls
  • Health System Executive regarding any HSE-led IDN-related opportunities
  • CL/TM Area Technical Specialist to escalate complex implementations and service issues
  • Commercial Operations to ensure timely and accurate forecasting and reporting, and support of enablement initiatives
  • National Technical Director & Technical Excellence Manager to share and align on technical best practice, standards, and operational efficiency opportunities
The Individual

Candidates should be aware that the Company currently requires customer-facing workers to be fully vaccinated for COVID-19 and credentialed. New customer facing employees should be vaccinated for COVID-19 by their start date. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.
  • Education: Minimum of a Bachelor's Degree with the Medical Technology certification, or equivalent experience.
  • Clinical Background: Minimum of 2 years of related experience in a clinical laboratory, transfusion medicine, or equivalent experience.
  • Industry/Domain Knowledge: Solid Clinical Chemistry market knowledge for the purpose of understanding market forces impacting the business.
  • Independent Worker: Ability to deliver results while working in a highly independent and fast-paced team environment
  • Business Acumen: Proficient at uncovering key business issues and providing insightful, actionable recommendations for improvement
  • Communication: Advanced verbal and written communication skills
  • Travel: Overnight travel of 50-75% will be required, depending up on workflow.
  • Must have a valid US driver's license in good standing.


Equal Opportunity:

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at orthorecruiting@orthoclinicaldiagnostics.com

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