01Key Responsibilities
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Provide application support for Clinical Chemistry, Immunoassay, Hematology, and automation platforms.
Conduct instrument installation, assay implementation, and customer go-live support.
Perform method validation, correlation studies, precision studies, reference interval verification, and assay performance evaluations.
Support customers with troubleshooting of assay, calibration, quality control, and workflow-related issues.
Collaborate with service engineers and global support teams to resolve complex technical and application-related concerns.
Deliver application training to laboratory personnel, application teams, and service engineers.
Support assay optimization, menu expansion, and customer adoption initiatives.
Conduct scientific discussions with laboratory directors, pathologists, biochemists, and key stakeholders.
Assist in preparing technical documentation, application guides, FAQs, validation protocols, and troubleshooting materials.
Support customer evaluations, demonstrations, and proof-of-concept studies.
Participate in workshops, CMEs, scientific meetings, customer review meetings (CRMs), and KOL engagement activities.
Monitor customer performance indicators and provide proactive recommendations for workflow improvements.
Ensure compliance with quality standards, regulatory requirements, and company processes.
Support escalation management, field corrective actions, and customer complaint investigations.
Work closely with Sales, Product Management, Marketing, Service, and Regulatory teams to drive customer success.
Required Competencies
Technical Competencies
Strong knowledge of Clinical Chemistry, Immunoassay, Hematology, and Laboratory Automation platforms.
Thorough understanding of assay principles, calibration, quality control, troubleshooting, and performance verification.
Knowledge of method validation guidelines and laboratory accreditation requirements.
Familiarity with NABL, CAP, ISO 15189, CLSI guidelines, and regulatory requirements.
Understanding of laboratory workflows and operational efficiency improvement.
Functional Competencies
Strong analytical and problem-solving capabilities.
Ability to manage customer escalations and provide scientific solutions.
Excellent presentation, training, and communication skills.
Strong stakeholder management and customer engagement abilities.
Capability to work effectively in a cross-functional and matrix organization.
Ability to influence and drive outcomes without direct authority.
Customer-centric mindset with a focus on service excellence. .
