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Laboratory Solutions Consultant
2 months ago
**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 point of order through to operational readiness in laboratory settings. Responsibilities encompass implementation tasks, 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 advisor for both new and existing clients, contributing to sales goals by delivering field-based technical assistance, conducting introductory training sessions, and acting as the local point of contact for troubleshooting and resolving performance issues to foster customer loyalty.
KEY RESPONSIBILITIES
- Deliver post-sale assistance aimed at enhancing customer satisfaction and loyalty.
- Collaborate with the Account Manager to strategize the implementation process.
- Monitor and report on customer implementation progress by key milestones (training completed, validation achieved, LIS integration, operational launch).
- Facilitate the installation of Sebia analyzers, software, and reagents at client laboratories.
- Support clients in fulfilling their validation criteria.
- Directly assist clients with inquiries regarding result interpretation (Hb and IT results).
- Conduct Customer Care visits to assess ongoing 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 management).
- Update pertinent customer profile information, including software/hardware versions, contact details, and asset status in the CRM system.
- Provide comprehensive training to clients 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 personnel.
- Effectively manage time, territory, and accounts using CRM documentation.
- Promote customer satisfaction and retention.
- This role requires significant travel, potentially up to 80%, often on short notice.
- Accountable for managing company resources and expenses in accordance with company policies.
- Additional responsibilities 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.
- Aptitude for building enduring relationships with both internal and external stakeholders.
- Strong interpersonal, persuasive, problem-solving, and communication skills.
- Exhibit a strong sense of urgency, proactive attitude, and a commitment to achieving objectives.
- Familiarity with tools and systems such as Microsoft Office and EP Evaluator.
