The Field Support Specialist is responsible for overall onsite customer satisfaction with our client's product in assigned geographical territory, provides both reactive and proactive consultative support to customers, and is responsible for managing all field support requirements within assigned customer territory. The Field Support Specialist also:
Exercises independent judgment to manage all local customer support requirements within assigned territory.
Drives key performance indicators (KPI's) locally to ensure a high level of customer satisfaction including On-site Response Time, On-time PM's, Second Days, Recalls and Primary Representative Utilization.
Responsible for making independent, daily business decisions on customer call prioritization, local calendar scheduling, inventory management, unscheduled customer satisfaction (Ambassador) calls, and for determining appropriate length and duration of onsite customer activities.
Performs on-site new product installations, corrective maintenance, preventive maintenance and associated customer training with laboratory staff at all levels including laboratory management.
Responsible for properly completing and returning service documentation and regulatory paperwork (electronic and hard copy) to satisfy U.S. FDA requirements.
Performs clinical and biotechnology application activities (IQ/OQ) such as correlation, linearity, and precision to assist customers with instrument validation requirements to satisfy local accreditation requirements.
Territory includes Boston, MA and surrounding area. Some overnight travel required (up to 25%).
Essential Responsibilities and Accountabilities Include:
Maintaining acceptable productivity levels, customer satisfaction levels, KPI's and other peer comparisons as determined to be appropriate by the local Regional Support Manager.
May require attendance and assistance at trade shows, customer seminars and similar marketing events.
Maintaining service level agreements, properly billing customers for service performed and parts used, and reviewing onsite customer spares inventory of product that are used with their instruments to ensure maximum product uptime.
Identifying new sales opportunities through day-to-day customer interaction and for forwarding sales leads to the Sales department.
Exercising good fiscal awareness to control expenses through proper inventory management, exercises good judgment with all property (i.e.: company car, inventory, credit card) with strong attention to cost in normal duties of the position.
Qualifications
Clinical and/or Biotechnology laboratory knowledge and/or experience is required for this position.
The ability to travel by car or airplane for prolonged periods.
The ability to work in a standing or sitting position for prolonged periods.
The ability to lift up to 50 lbs.
Skills and Competencies
Requires above average verbal communication skills, above average teaching skills and above average interpersonal skills.
Requires a person who will travel within or outside the assigned territory. Ability to work independently with little daily supervision.
Since this position will have access to sensitive information/documentation (HIPAA, Corporate Intellectual Property) from the manufacturer, individuals must possess a mature and professional ability to use proper judgment and discretion with this information when interacting with customers and other professionals.
Requires a driver's license in home state and a good driving record; and a nationally accepted credit card with an acceptable credit limit for use during job responsibilities.