The Field Application Specialist will support level 1 and level 2 customers regarding the MosaiQ™ system. The Specialist will conduct presales activity, site surveys, onsite commissioning of the instrument, operational qualifications and customer training. The Specialist will also support product demonstrations and clinical evaluations, if needed.
The position requires working knowledge and experience in the area of immunohematology and infectious disease testing in a blood bank or donor center setting. The position also requires technical expertise in diagnostic instrument operation, training, applications troubleshooting, and a working knowledge of project management principles. The Specialist must also be able to support sales activities.
The position requires both domestic and international travel up to 80% of the year. Knowledge of French, German or Spanish is a plus.
Assisting cross functional teams with level 2 inquiries.
Providing onsite solutions regarding testing in a customer environment.
Assisting cross functional teams to conduct investigations on reagents/microarray lots sent by customers for re-testing/confirmation.
Responding to customer inquiries in a timely manner via CRM software.
Documenting rationale behind complaint resolution or analysis and register in the Complaint Management history file.
Participating in the determination of root cause and possible solutions for customer complaints. Work with the Regulatory Affairs team to document investigations using the appropriate forms.
Assisting with the compilation of customer and technical application training material.
Assisting with the onsite installation, commissioning and IQOQ of the MosaiQ™
Assisting the customer with their Performance Qualification process.
Participating in the creation of communication to customers in the scope of applicable Field Safety Correction Actions or Field Safety Notices.
Conducting onsite customer training on the instrumentation, software or reagent products and/or applications.
Training of basic and advanced users of the MosaiQ™ system both onsite and in a classroom setting.
Assisting the Technical Support team to formulate strategy and customer satisfaction programs.
Conducting all duties in compliance with Good Manufacturing Practice, Good Documentation Practice and appropriate regulatory requirements.
Other duties as assigned by the specialist’s supervisor/manager.
Bachelor’s Degree in Medical Technology, Clinical Laboratory Sciences or equivalent required.
Minimum of 5 years work experience as a laboratory supervisor or lab technician in immunohematology and disease screening in a blood bank environment or donor center.
Work experience as a Field Applications Specialist working with IVD devices.
Work experience with and/or certified in a regulatory environment such as GMP/GLP.
High degree of technical competence and confidence.
PC, email and Microsoft Office 365 Suite proficiency.
Effective customer services skills
Exceptional analytical approach to problem solving and troubleshooting.
Strong verbal, written and presentation skills
Dynamic, pro-active, self-motivated and driven. Able to work independently.
Valid driver’s license and passport.
Knowledge of French, German, Spanish is a plus.
Ability to travel domestically and internationally (approximately 80%) will be an essential part of this position.
Full time, permanent position.
Quotient is a commercial-stage diagnostics company committed to increasing efficiencies and improving patient care through the provision of innovative tests within established markets. With an initial focus on blood grouping and donor disease screening (transfusion diagnostics), Quotient is developing MosaiQ™, its next generation automation platform to address the comprehensive needs of the global transfusion diagnostics market. Once approved for sale, MosaiQ™ will be the first automated solution for blood grouping, quickly and comprehensively characterizing both donor and patient blood, improving patient outcomes and eliminating the need for expensive and time-consuming manual testing. MosaiQ™ will also undertake all mandated serological disease screening tests required for donor blood. Quotient has over 30 years of experience developing, manufacturing and commercializing transfusion diagnostic products. The company’s operations are based in Switzerland, Scotland and the US.
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