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Clinical Applications Specialist

2 months ago

Michigan, United States Sebia USA Full time

**This position requires fieldwork, and candidates must be located in Michigan, Indiana, or Texas.**

The Clinical Applications Specialist (CAS) is an integral member of a diverse team dedicated to enhancing product utilization (instruments, test offerings) from the moment of order through to successful laboratory implementation. Responsibilities encompass deployment activities, on-site product education, and ongoing support to ensure a seamless and effective integration of the Sebia solutions. The CAS serves as the primary technical consultant for both new and existing clients, while also contributing to sales goals by offering field-based technical assistance, conducting introductory training sessions, and acting as the local expert for troubleshooting and resolving performance issues to foster customer loyalty.

KEY RESPONSIBILITIES

  • Deliver post-sale assistance aimed at maintaining customer satisfaction and loyalty.
  • Collaborate with the Account Manager to strategize the implementation process.
  • Monitor and report on customer implementation progress by key milestones (trained, validated, LIS interfaced, go-live).
  • Facilitate the installation of Sebia analyzers, software, and reagents at client laboratories.
  • Support clients in fulfilling their validation criteria.
  • Provide direct assistance to clients requesting interpretation of results (Hb and IT results).
  • Conduct Customer Care visits to periodically assess client needs and requests, with frequency determined by the extent of product adoption.
  • Document all CAS-related activities in the CRM, adhering to case and work order protocols and regulatory standards (FDA complaint handling).
  • Update relevant customer information, including software/hardware versions, contact details, and asset status in the CRM database.
  • Deliver comprehensive training on newly installed analyzers and assays.
  • Encourage clients to take ownership of their analyzers.
  • Assist with troubleshooting in collaboration with Technical Support and Field Service Engineers regarding reagent, software, or analyzer performance issues.
  • Identify and communicate product concerns, complaints, and potential enhancements to the appropriate Sebia authority.
  • Effectively manage time, territory, and accounts, utilizing CRM to document activities.
  • Promote customer satisfaction.
  • This role necessitates extensive travel, potentially up to 80%, often on short notice.
  • Accountable for managing company resources and expenses in accordance with company policies.
  • Perform additional duties as assigned.

EDUCATION AND EXPERIENCE

  • Bachelor's degree in Medical Technology / Clinical Laboratory Science or a related field, or an equivalent combination of education and experience.
  • National certification is preferred.
  • A minimum of two years of experience in a laboratory environment is required.
  • Field-based experience as a technical representative is preferred.

ADDITIONAL SKILLS

  • Exceptional verbal and written communication abilities.
  • Proficient in engaging effectively with clients and colleagues.
  • Capable of establishing sustainable relationships with both internal and external stakeholders.
  • Strong interpersonal, persuasive, problem-solving, and communication skills.
  • Exhibit a strong sense of urgency, a proactive attitude, and a commitment to achieving objectives.
  • Familiarity with tools and systems such as Microsoft Office and EP Evaluator.