The Field Application Specialist MosaiQ™ is highly skilled on the MosaiQ™ system and ensures 1st and 2nd level support to customers. In addition, the Field Application Specialist conducts MosaiQ™ system presales activity, site surveys, on site commissioning, operational qualification and customer training. He/She conducts their role with the goal of achieving and maintaining highest customer satisfaction. The incumbent is also expected support product demonstrations and clinical evaluations if needed.
The position requires knowledge and working experience of immunohematology and infectious disease testing in a blood bank or donor center. The position also requires technical expertise in diagnostic instrument operation and training, applications troubleshooting, a working knowledge of project management principles and the ability to support sales activities.
This position is field based and requires up to 80% travelling in the North America (U.S. and Canada) and occasionally to Europe.
This position requires on-call duties some up to one week including weekend per month and punctually night shift work could be required.
Speaking English is mandatory, other language such as Spanish, German or French is an asset
General responsibilities include working on customer immunohematology and disease screening applications on MosaiQ™; involvement in demonstrations and training; installation support, testing, troubleshooting and implementation of products; participating in technical/business reviews as required. Serve as the Quotient liaison and expert on technical matters.
- As a member of the customer support helpline team she/he handles customer calls.
- Resolve 1st Level customer questions and/or problems involving the Quotient MosaiQ™ solutions
- Help cross functional team to investigate difficult questions or complaints provided by 2nd.
- Work on customer site to initiate investigation on blood samples (retesting in the customer environment). Document rationale of investigation.
- Help internal cross functional team to conduct investigation on reagents/microarrays lots sent back from customers for retesting/confirmation. Document rationale of investigation.
- Answers to complaints to the attention of customers in a timely manner using the CRM software.
- Document rationale behind complaint resolution or analysis and register in the Complaint Management history file.
- Troubleshoot performance issues to determine cause and possible solutions. Evaluate customer. technical complaint to determine if the case could be classified as a potentially reportable event (PRE). Work together with RA to document authority communication such as description of Field Safety. Corrective Action (Initial, Follow-up or Final Report) or Incident Report.
- Participate in trending analysis for all complaints together with QA.
- Participate in the compilation of customer and technical applications training material.
- Participate to the MosaiQ™ system on site installation, commissioning and IQOQ.
- Help customer in his Performance Qualification process.
- Conduct on-site customer training on instrumentation, software or reagent products and/or applications
- Training of basic and advanced users on MosaiQ™ both on site and in classroom.
- Participate to the creation of communication to customers in the scope of applicable Field Safety Correction Actions (FSCAs) or Field Safety Notices (FSNs) in a timely and professional manner.
- Assist the Technical Support Organization in formulating strategy and customer satisfaction programs.
- From time to time, the incumbent's supervisor/manager may assign additional unlisted duties/responsibilities on a temporary or regular basis depending on business needs.
- Conduct all duties in compliance with Good Manufacturing Practice (GMP), Good Documentation Practice (GDP) and appropriate regulatory requirements
Bachelor's Degree in Medical Technology, Clinical Laboratory Sciences or equivalent.
Field Application experience is mandatory. A minimum of 5 year's work experience as a laboratory supervisor or laboratory technician in immunohematology and disease screening in a blood bank or donor center environment is also required.
Job Type: Full-time
Pay: $80,000.00 - $90,000.00 per year
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Paid time off
- Vision insurance
- Monday to Friday
- On call
- immunohematology: 5 years (Required)
This Job Is Ideal for Someone Who Is:
- People-oriented -- enjoys interacting with people and working on group projects
- Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
- Detail-oriented -- would rather focus on the details of work than the bigger picture
This Company Describes Its Culture as:
- Innovative -- innovative and risk-taking
- People-oriented -- supportive and fairness-focused
- Team-oriented -- cooperative and collaborative