Senior Product Specialist
Il y a 2 mois
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 multi-dimensional 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**
1. Platform accountabilities:
- Participates in training of distributors, customer support team members, sales people and end-users 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;
2. Assay related accountabilities:
- Supports and manages scientific oriented enquiries and complaints from a predefined region;
- Can support field-based Product Specialists within their region remotely and onsite;
- Provide end-user trainings in both European and Export markets;
3. 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 multi-dimensional 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 self-starter mindset;
- Strong analytical capabilities;
- Good technical writing skills;
- Project facilitation skills;
- Collaborative problem solver;
- Ability to work independently, yet collaboratively;
- Pro-active self-starter with the ability to thrive and flourish in a fast-paced 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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