Application Specialist Hemostasis - EEMEA

Key Accountabilities

•      Provide both theoretical and practical application training to EEMEA partners and other stakeholders.

•      Provide phone, email, and on-site second-level application support and troubleshooting to distributors. According to the EEMEA policy, provide on-site application support to our partners for any first installation in their countries.

•      Coordinate with distributors to support customers. Organize regular visits to selected countries to provide support to our partners. Support distributors and affiliates with a consultancy approach in organizing and improving their local application structure and capabilities.

•      Adopt and implement Corporate support initiatives into EEMEA reality. Define KPIs to keep an excellent application level to our customers and partners.

•      Act as primary contact for the troubleshooting of quality and performance issues, open and follow up complaints when applicable, and escalate to the SBU when needed.

•      Cooperate with other internal representatives to support EEMEA and the Company’s commercial strategy including the support of IT solution implementation.

•      Share technical product information updates with all pertinent stakeholders. Regularly upload and update internal communication channels with relevant documentation such as operator manuals, product information and other relevant materials and resources to technically support distributors and affiliates.

•      Organize support meetings and conference calls with our partners and affiliates to share information and align main application strategies and actions. Keep EEMEA internal team and management updated on key support projects, actions and initiatives.

•      Attend international meetings to remain current on technical updates, best practices, application strategy and corporate projects.

•      Eventually, support our partners specially from non-zero distance countries on tenders technical specifications and other pre-sales activities. Eventually, help distributors or affiliates to perform evaluation of our solutions to commercial prospects.

Networking/Key relationships

This position has strict relationships with:

• Support team
• Sales team
• Marketing team
• Relevant external stakeholders in their area of responsibility.

Minimum Knowledge & Experience required for the position

•      Education: Master’s Degree in a scientific, technical or biomedical field.

•      Experience:

o        Specific technical and scientific knowledge for BU of responsibility.

o        Technical background. Preferably knowledge on IVD industry.

•      Additional Skills/Knowledge:

o        Preferably knowledge of Marketing and Sales Processes

o        Project management

o        SAP and Microsoft knowledge

o        Language: English Proficiency

Skills & Capabilities

The ideal candidate for this position will exhibit the following skills and competencies:

•      Organizational skills & Time Management

•      Customer-centric approach

•      Problem Solving

•      Communication & Public Speaking

•      Flexibility

•      Teamwork

Travel requirements

Up to 50% of time

Individual Contributor Core Competencies

Managing Work
Effectively managing one’s time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials
Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Building Partnerships
Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.

Decision Making
Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Continuous Improvement
Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through  their application.