Job Purpose:
The Technical Support Specialist is prima rily responsible for demand creation, achievement of territory sales objectives, territory management, relationship building with customers, business development, installation and proactive maintenance of various diagnostics equipment and analyzers, assistance in procedures, and training of end users on how to use the diagnostics machines. He/she will assist other Sales Applications Specialist in troubleshooting and in identifying hardware and assay-related issues. He/she is expected to establish strong business tie-ups with end users and laboratory section head and act as custodian to all technical documentation and other reference materials/equipment.
This role requires to work 50% of the time on field doing technical service functions, 30% in managing the sales and business development of assigned territory, and 20% in application support.
Key Responsibilities:
- Monitors and ensures regular implementation of preventive maintenance of Diagnostic instruments and machines and responds to customer calls, troubleshoots and handles customer complaints on a timely manner.
- Prepares and submits service/sales call itinerary monthly, documents post-service reports and ensures closure of customer complaints and escalates unresolved problems to the principal for proper guidance and provides update/s and solution/s to the customer concerned.
- Conducts site visits, provides recommendation for instrument placement and provides installation plan and schedule to the hospital staff, records, updates and maintains inventory records of all tools, instruments and serviceable parts and conducts instrument pre-checking prior to demonstration and evaluation to ensure that the instruments are in well-maintained condition including instrument pre-checking prior to demonstration and evaluation to ensure that the instruments are in well-maintained condition.
- Ensures achievement of territory sales target, new account penetration/new business leads, marketing programs implementation and call rate standards to deliver desired results, as well as gathers, consolidates and uses facts and data to make sound business decisions and conducts customers profiling and targeting for territory’s customer master plan.
- Coordinates and prepares bidding requirements as needed, assists end users during procedure; conducts training on how to use the diagnostic machines and adheres to company policies and procedures and submits reportorial requirements as required.
Qualifications:
- Graduate of Five (5) years Bachelor of Science in Electronics and Communication Engineering preferably licensed
- Minimum one (1) year working experience in electronic and hardware troubleshooting preferably in the Vitro Diagnostic Industry.