Internal Product Specialist Assay

il y a 1 semaine


Mechelen, Flandre, Belgique Biocartis Temps plein
Publication date

5 April 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

  • 3.5 years Relevant work experience within a product specialist or technical support function;
  • Experience 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;
  • Scientific background in PCR processes and/or Biomedical device; industry is required;
  • Strong background molecular diagnostics is required;
  • Strong interest in technical aspect 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 (pharmacy, Biotechnology).

Internal Product Specialist Assay & Platform:

Purpose of this position


The Internal Product Specialist Assay & Platform plays a central role between the field based teams, partners, customers and the inhouse technical teams.

He/she will be an expert on both the Assay as well as the technical components of the Idylla portfolio and is able to combine this knowledge in 2nd and 3th line support towards the field.


  • The Internal Product Specialist Assay & Platform 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. Taking up a central role between the field based teams, partners, customers and the inhouse technical teams.
  • He/She provides officebased and field deployed technical and scientific support to customers in close collaboration with fieldbased 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 Internal Product Specialist Assay & Platform 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

Profile requirements

  • Masters degree in (Bio)Engineering, with a specialization in (Bio)IT or in a scientific orientation or equivalent through experience and/or training (pharmacy, Biotechnology);
  • 3.5 years Relevant work experience within a product specialist or technical support function;
  • Experience 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;
  • Scientific background in PCR processes and/or Biomedical device industry;
  • Strong background molecular diagnostics;
  • Strong interest in technical aspect of biotechnology;
  • 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 fastpa

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