Field Support Specialist

hace 2 días


Madrid, España NOVA Biomedical GmbH A tiempo completo

Nova Biomedical is an Equal Opportunity Employer in compliance with Affirmative Action in hiring and promoting women, minorities, veterans and individuals with disabilities.

  • Reports directly to the national Sales Manager.
  • Strong working relationship with Nova’s European Technical Support department.
  • Strong working relationship with the local Product Applications Specialist, Sales Team and administrative functions.

Job Summary and/or Key Objectives

  • Plans, schedules and delivers emergency and proactive onsite and remote support on all Nova product lines to customers in his/her assigned geographical territory.
  • Installs and maintains Nova products at customer site and performs on site operator trainings as needed.
  • Delivers telephone and email support on technical and application related questions to customers.

Essential Responsibilities and Accountabilities

  • Maintains close and direct customer contact during product implementation projects and follows up with after sales customer complains.
  • Assists to manage quality related activities (investigations, complaints, corrective actions).
  • Technical Service focal point with external provider.
  • IT specialist (including internal technical support).
  • Works closely with local Product Specialist and Account Sales Managers to support on site product evaluation and demonstration activities for all Nova products.
  • Provides comprehensive documentation of all technical support interventions and maintains the TMS- and technical support CRM database.
  • Attends local and European Technical support conference calls and meetings.

Qualification

  • Advanced technical or clinical laboratory background.
  • Strong technical affinity with ‘hands on’ attitude.
  • Work experience in a field service/technical support role.
  • Proven work experiences in the MD-, IVD- or BioTech industry (2-3 years).
  • Very good self-organization and customer communication skills.
  • A good balance of team player skills and ability to work independently
  • IT-Network administration skills are a plus.
  • Good English language skills (written and oral).

Location

  • Madrid Area (remote).
  • Ability to travel up to 80% of total work time within the assigned geographical territory.
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