Applications Support Expert

At Tosoh’s Clinical Diagnostics division our ambition is to be recognized as an expert contributor to global health. We strive to be the company with the highest happiness factor for our customers and employees. Tosoh Clinical Diagnostics have reached technological leadership in diagnostic markets thanks to our in-depth understanding of the ever-growing clinical demand for faster and more precise diagnosis. We focus on clinical diagnostic domains such as immunochemistry, HPLC based diabetes diagnosis and follow-up, thalassaemia screening and molecular biology. Tosoh Europe is part of the Tosoh Group, headquartered in Tokyo, Japan. The group comprises 109 companies worldwide and employs over 13,800 motivated people. You can find more information at www.diagnostics.eu.tosohbioscience.com In order to reinforce our Customer Support team at our headquarters in Tessenderlo, we are actively looking for an Application Support Expert (m/f/d). As an Application Support Expert, you will be a trusted partner to our customers, helping them get the best possible results from our assays, systems, and instruments. You will support both new and existing customers, responding thoughtfully and efficiently to service requests, suggestions, and complaints. Working closely with Sales, Marketing, and other teams, you will anticipate customer needs, turn insights into improvements, and ensure every solution meets our quality and compliance standards. Based in Tessenderlo, Belgium, you will report to the Director of Customer Support – EMEA and join an international team committed to excellent customer support. Your responsibilities
• Deliver responsive, high-quality support to new and existing customers, addressing
• service requests, suggestions, and complaints fairly and effectively.
• Document every customer contact accurately and in line with Tosoh’s quality,
• regulatory, service, and support procedures.
• Help drive strong customer satisfaction, service KPIs, and resolution rates.
• Develop proactive initiatives that inform and educate customers, and translate
• customer survey feedback into practical improvement plans.
• Coordinate the HPLC complaints line and perform in-depth complaint handling and analysis.
• Lead special projects arising from customer issues or requests.
• Provide application training on troubleshooting and interpreting results, with back-up support for hands-on training.
• Support customers in the field with technical issues, including at user group meetings, and handle hands-on complaints when required.
• Design and deliver tailored, high-impact product demos that directly address the
• prospect's specific pain points and workflows.
• Prepare monthly reports on HPLC complaints and provide regular updates on special projects.
• Collaborate with Product Experts to resolve technical and application-related issues.
• Manage administrative responsibilities within agreed deadlines.
• Work in accordance with the Code of Ethics, Quality Management System, company policies, and corporate procedures.

Your Profile
• PhD in Science, Biology, or Biochemistry
• Initial experience in clinical diagnostics
• The flexibility to travel occasionally in the EMEA region
• Located in Belgium Personal skills
• You pair strong analytical skills with a practical, solution-focused approach.
• You communicate clearly and listen actively.
• You can turn technical data into a compelling story and explain complex concepts
• clearly to non-technical senior executives.
• You are approachable, customer-focused, and dedicated to providing excellent
• support.
• You collaborate effectively across functions in a matrix organization.
• You are fluent in English Our offer
• A challenging position in a great international team with an effective and energetic work atmosphere.
• The opportunity to bring your own ideas and skills to achieve the team goals.
• The ability to work autonomously in an innovative environment, directly contributing to customer satisfaction and ultimately, business success.
• An attractive salary package, including extra-legal benefits, development opportunities and flexible work arrangements Feeling up for the challenge? Send your application to career.eu@tosoh.com mentioning HQ_ASE_2026 in the subject.