International Application Specialist in Frankfurt, Hessen, Deutschland

The Application Specialist role is to support our customer base and sales team in all IDS-iSYS and product related issues. The role consists of spending time out in the field with the customer and assist with our hotline if required.

Principal Accountabilities
• Troubleshooting/Technical support on all products via our hotline
• Responding promptly, efficiently to all customer related issues to meet our KPI’s
• Provide onsite customer support to resolve issues, whilst planning pro active customer visits (travel can be across the entire sales territory). Managing customer complaints according to our customer complaints escalation process
• Supporting the International TS team doing first and second level support and troubleshooting at customer site on demand
• Do worldwide second level support for our distribution partner
• IDS automated complaint management and investigation
• Organizing and performing any demonstration and user training on-site and off-site (e.g. customer sites, exhibitions)
• Assisting customers during instrument and product evaluations
• Ensuring our electronic and manual documentation is kept up-to-date
• Assisting International Product Managers with beta-site testing
• Monitoring competitive activities which may affect market segment and making recommendations regarding changes in product or service improvements, positioning etc.
• Troubleshooting and supporting for manual products at the customer site on demand
• Applications and support of IDS automated systems at the customer site
• Perform standby service as requested to ensure that customers can reach customer support within the usual business hours from Monday to Friday even if one of these days falls on a public holiday

Skills, Knowledge and Experience
Qualifications
• Master degree in Biology / Biotechnology or equivalent discipline
• If possible experience in the IVD market
• Driver licence mandatory

Skills & Knowledge
• Planning, budgeting and organization talent.
• Must be flexible, creative and solution oriented. Ability to take initiative and make independent decisions when necessary.
• Excellent communication skills at all levels both internal and external.
• Computer skills including knowledge of MS office software.
• Excellent knowledge in English. Other European language would be an advantage.
• Appropriate a consolidated product knowledge of all assays in order to support customers and Sales reps in al product related questions
• Monitor product performance to facilitate the achievement of the company´s sales and profit goals
• Coordinates, conducts and evaluates studies with new assays or current assays in cooperation with customers and KOL´s
• Monitor competitive activities which may affect market segment and make recommendation regarding changes in product or service improvements, position, etc.

Experience
• Experience in the implementation of immunoassays and laboratory work
• Understanding of automatic diagnostic system, techniques and markets.

Person
• Business sense, a good instinct where opportunities and financial rewards are.
• Bias for action - getting things done.
• Energy and Ambition (=passion) for the assigned task – is intrinsically motivated by the tasks he/she has been doing in life.
• Growth mindset (Carol Dweck) – looking for challenges, continuous improvement in the organization and for growing and developing his team
• Personal and professional integrity: communicating openly at all levels
• International Mindset: sensitivity to international cultural issues

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