Senior Product Specialist

il y a 1 semaine

Mechelen, Flandre, Belgique Biocartis Temps plein
Publication date

22 June 2023

Location

Mechelen

Country

  • Belgium
Workplace type

Hybrid

Travel percentage

20%

Department

Customer service & technical support

Function type

Full-time

Contract type

Employee

Experience required

  • At least 5 years of relevant work experience within a product specialist or technical support function;
  • Experience with working in a regulated environment is preferred;
  • Experience with multidimensional reporting on ERP or CRM data;
  • Demonstrated technical writing and training skills are a plus;
  • A proven scientific background in PCR processes and/or Biomedical device industry is required;
  • Strong background in molecular diagnostics is required;
  • Strong interest in technical aspects of biotechnology is required;
Education

  • Master's degree in (Bio)Engineering, with a specialization in (Bio)IT; or in a scientific orientation or equivalent through experience and/or training.
The Senior Product Specialist, Technical & Scientific Support has a key supporting role within the customer Care department. His/her primary responsibility lays in having a holistic view over both technical as scientific aspects of the Biocartis Portfolio.

He/She is taking up a central role between the field based teams, partners, customers and the inhouse technical teams.


He/She provides office-based and field deployed technical and scientific support to customers in close collaboration with field-based Product Specialists and Customer Support team with regards to Idylla platform hardware and cartridge related issues.

He/she may also provide onsite support.


He/She ensures that complaints and inquiries from customers are handled promptly and efficiently and drive continuous improvements in the handling of complaints and inquiries.


The Senior Product Specialist, Technical & Scientific Support interacts with IT teams, engineering and R&D teams on allocated projects and represents the Commercial interests within these projects.


He/She interacts with the rest of the Customer Support team in collaborating on continuous improvement of internal business processes, related to Idylla platform and inquiry handling.


She/he has the unique capabilities to analyze and resolve issues from both a technical as a scientific point of view, while always keeping the customer needs in mind.


Accountabilities

Platform accountabilities:

  • Participates in training of distributors, customer support team members, sales people and endusers in enquiries related tools such as the Asset management system, ERP;
  • Process owner on several, allocated technical services processes within customer support: managing, updating, improving, reporting;
  • Process owner on all technical processes commonly executed in the market;
  • Produce well written procedures and work instructions according to Biocartis' and regulatory standards;
  • Monitoring of technical process performance and suggest improvements for allocated processes;
  • Represent the customer support function on larger, corporate initiatives in relation to the On Market Product Support for specific projects;

Assay related accountabilities:

  • Supports and manages scientific oriented enquiries and complaints from a predefined region;
  • Can support fieldbased Product Specialists within their region remotely and onsite;
  • Provide enduser trainings in both European and Export markets;

General accountabilities:

  • Provides content support during product specialist meetings;
  • Build a solid reporting framework and perform sound data analysis gathering data from various systems;

Role requirements

  • Masters degree in (Bio)Engineering, with a specialization in (Bio)IT or in a scientific orientation or equivalent through experience and/or training;
  • At least 5 years of relevant work experience within a product specialist or technical support function;
  • Experience with working in a regulated environment is preferred;
  • Experience with multidimensional reporting on ERP or CRM data;
  • Demonstrated technical writing and training skills are a plus;
  • Proven scientific background in PCR processes and/or Biomedical device industry;
  • Strong background in molecular diagnostics is required;
  • Strong interest in technical aspects of biotechnology is required;
  • Good interpersonal skills;
  • Proactive attitude and selfstarter mindset;
  • Strong analytical capabilities;
  • Good technical writing skills;
  • Project facilitation skills;
  • Collaborative problem solver;
  • Ability to work independently, yet collaboratively;
  • Proactive selfstarter with the ability to thrive and flourish in a fastpaced and changing environment;
  • Excellent presentation skills;
  • Strong conduct of office software (word processing, spreadsheets, presentation tools);
  • Knowledge of D365 ERP is a strong plus;
  • Applied knowledge of CRM (eg. Salesforce);
  • English written, verbal and presentation skills at high level are a must;
  • Dutch and/or French verbal skills are highly recommended.

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