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Field Application Specialist

Posted Date: 19-Jul-2021

Location: Eysins, VD, CH, 1262

Company: Quotient

Building on 30 years of experience in transfusion diagnostics, Quotient is a commercial stage
diagnostics company committed to delivering solutions that reshape the way diagnostics is practiced.  Quotient has two key product portfolios, Alba by Quotient and MosaiQTM by Quotient. The Alba by Quotient product range is comprised of high-quality reagents used to keep laboratories around the world running efficiently. They are sold directly to laboratories or through our OEM partners. MosaiQ™ by Quotient is our proprietary multiplex microarray technology, offering the world’s first fully automated, consolidated testing platform, allowing for multiple tests across different modalities. MosaiQ™ is designed to be a game-changing solution, which we believe will increase efficiencies, improve clinical practice, deliver significant workflow improvements and operational cost savings to laboratories around the world. Quotient’s operations are based in Eysins/Switzerland, Edinburgh/Scotland and Newtown/Pennsylvania.

 

Field Application Specialist

 

Quotient is recruiting for an Application Support Specialist to join the Technical Services team based in Spain. The Field Application Specialist will achieve and maintain the highest level of customer satisfaction. He /She will ensure the 1st and 2nd Level support to customers and other support team members, conducts MosaiQ™ system on site commissioning, operational qualification and customer training.

 

JOB DESCRIPTION
The main responsibilities will include:

  • Answer to customer enquiries such as complaint, question or suggestion
  • Ensure Helpline permanence with on-call duty
  • Help cross functional team to investigate difficult questions or complaints
  • Work on customer site to initiate investigation on blood samples (retesting in the customer environment)
  • Help internal cross functional team to conduct investigation on reagents/microarrays lots sent back from customers for retesting/confirmation
  • Document rationale behind complaint resolution or analysis and register in the Complaint Management history file
  • Troubleshoot performance issues to determine cause and possible solutions
  • 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 to the MosaiQ™ system on site installation, commissioning and IQOQ
  • Conduct on-site customer training on instrumentation, software or reagent products and/or applications
  • 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

 

QUALIFICATIONS & EXPERIENCE REQUIRED

  • Bachelor’s Degree in Medical Technology or Clinical Laboratory Sciences
  • 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
  • Deep blood transfusion diagnostics industry/market knowledge
  • Experience with and/or certified in regulatory environments such as CLIA, HIPAA, Safe-Harbor, GMP
  • Effective customer consultative skills which includes, exceptional customer engagement, a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships
  • Exceptional analytical approach to problem solving and troubleshooting
  • Customer focused; sense of urgency and adaptive to change
  • Very strong verbal, written and presentation communication skills
  • Dynamic, self-motivated and driven; independent and proactive
  • Fluent Spanish and English
  • Ability to travel up to 60% of time, national and internationally