Esco Lifesciences Group is a world-leading manufacturer of laboratory, pharmaceutical equipment, bioprocess tools and IVF medical devices, delivering sustainable workflow solutions to advance global health. Since 1978, the Singapore-based company is committed to excellence, ensuring forward-thinking technology, responsive support, and reliability, making Esco a trusted partner for the life science and medical markets in more than 150 countries.
Job Overview:
We are seeking a skilled and customer-focused Application Specialist to support the MIRI® Evidence RFID Witnessing and Traceability System in the United States. This role will be essential in assisting Business Development Managers (BDMs) with technical expertise during sales, coordinating smooth installations, and delivering training to ensure successful adoption. The specialist will also interact with customer IT personnel to address backend requirements, such as server setup and system integration. Reporting directly to the US team, this role also has a dotted line to the Global Application Specialist in Europe to ensure alignment with global standards and best practices.
Key Responsibilities:
Sales and Business Development Support:
Collaborate with BDMs to deliver impactful technical presentations and demonstrations tailored to IVF clinic needs.
Provide expertise during sales discussions, addressing both clinical and IT-related inquiries to align solutions with customer workflows.
Prepare technical specifications and documentation for proposals to support the sales process.
Installation Preparation and Coordination:
Partner with customer IT teams to address server requirements, network configurations, and system connectivity to ensure a smooth setup.
Coordinate with the National Technical Service Manager to manage installation logistics and address any pre-installation requirements.
Oversee onsite setup and configuration of the system, ensuring operational readiness and compliance.
Customer Training and Onboarding:
Deliver hands-on training for clinic staff, covering system operations, compliance workflows, and troubleshooting.
Collaborate with customer IT personnel to ensure backend functionalities, such as server maintenance and network connectivity, are well understood.
Develop user guides and training materials tailored to both clinical and IT audiences.
Post-Installation Support:
Serve as the main point of contact for operational and technical support, including software updates and backend issues.
Collaborate with the Global Application Specialist to address and resolve advanced challenges, ensuring consistency in service standards.
Maintain long-term relationships with clinics, providing updates and recommendations for optimal system use.
Technical Expertise and Documentation:
Stay up-to-date with MIRI® Evidence system features, updates, and best practices.
Document customer feedback, system configurations, and lessons learned to support continuous improvement.
Contribute to the development of FAQs, training content, and case studies for internal and external use.
Cross-Functional Collaboration:
Work closely with the sales, technical, and marketing teams to align customer needs with strategic goals.
Provide insights to the product development team based on customer feedback and market demands.
Key Requirements:
Education and Experience:
Bachelor's degree in Biomedical Engineering, Life Sciences or related field.
3+ years of experience in application support, technical sales, or customer training within medical devices, healthcare IT, or clinical environments.
Technical and Clinical Knowledge:
Strong understanding of IVF workflows and clinic operations, including compliance and traceability.
Experience with IT infrastructure such as server setup, network configurations, and data security in clinical settings.
Familiarity with installation and use of advanced laboratory equipment or medical devices.
Ability to troubleshoot both clinical and IT-related system issues.
Soft Skills:
Excellent communication and presentation skills, with the ability to explain technical concepts to diverse audiences.
Strong organizational skills and the ability to manage multiple tasks and deadlines effectively.
Proactive problem-solver with a customer-first attitude.
Global Collaboration:
Ability to work within a global framework, including coordination with the Global Application Specialist in Europe.
Flexibility to adapt to regional differences in clinic workflows and IT practices.
Travel and Flexibility:
Willingness to travel extensively within the US for customer visits, installations, and training sessions.
Availability for occasional international travel or off-hours support as needed.
Other Requirements:
Proficiency with CRM tools, technical documentation, and relevant medical software.
Valid driver's license and ability to travel independently.
Why Join Us?
This is a unique opportunity to combine your clinical and technical expertise in a role that drives innovation in fertility care. As an Application Specialist for MIRI® Evidence, you'll help clinics optimize their workflows, ensure compliance, and improve outcomes while contributing to the growth of cutting-edge solutions in the IVF field.