Job DescriptionTitle of position: Field Application SpecialistGroup/Division: Specialty Diagnostics Group/ImmunoDiagnostics Division/ServiceThis position reports to: Application Support Manager, Southern EuropeNumber of direct reports: 0Location: Madrid AreaPosition SummaryThe candidate, part of the South Europe Service organization, provides and ensures customer satisfaction, as primary contact, for specialist, application and related troubleshooting diagnosis and general support on specialized system. Conduct on-site installation assays, technical support and troubleshooting, installation training and CRM reporting.Essential Job Functions and AccountabilitiesProvide technical support and troubleshooting in customer site working very close with the local Field Service Engineers in Center region.Perform instrumentation verification assay runs and dilution qualification tests on the Phadia instrumentation range.Deliver Basic, Advanced and Refresher training courses to end-users on our range of instrumentation at the customer laboratoryProvide support for reagent and system based customer complaints, through remote support and customer visits as required in a timely and professional manner.Deliver training on assay methods.Complete service reports in CRM and ensure they are completed both fully and accurately and returned to the customer in a timely manner.Liaise with LIMS providers and customer IT personnel to establish connections to Phadia laboratory systems.Work closely with the rest of field service engineers, sales and marketing organizations to qualify and fully understand our customers' needs.Liaise with local colleagues to resolve technical issues.Contribute to the development of training material, support literature and technical guidance for external and internal customers.Maintain the required level of product knowledge on instruments and assays to enable our customers to be successful and share that expertise with internal and external customers.At all times, ensure that quality and regulatory requirements and company policies are adhered to.Participate in South Europe Application Specialist forums and meetings.Maintain an awareness of both ISO9001 & ISO13485 and their role within the quality management system.Work diligently towards achieving goals and delighting our customers.Participate in continuous improvements initiatives.At all times, strive to live up to the 4i values of Thermo Fisher Scientific.Internal Networking/Key relationships Internal: Field Service, Sales, Tender and Marketing teamsExternal: National support centersEducation and Professional Experience Qualifications Bioengineering degree, Science subjects or related fieldPrevious experience of 2 years in clinical specialists service or clinical laboratory fieldAbility and willingness to travel, mainly in Center regionKnowledge of IT tools (Office, Outlook etc ..) and network connectionDriving licenseSkills & Capabilities Professional Experience Qualifications Energetic, self-motivated and a great teammate, with a positive attitude to problem solvingAbility to work within a fast-paced environmentCustomer oriented mentalityExcellent communication (oral and written) and interpersonal skillsFocus on prioritiesOrganized, able to multi-task and proactivityGood English knowledge oral and writtenKnowledge of Portuguese (valuable)Residence in Madrid areaThis job description does not describe all the duties, tasks and responsibilities that need to be performed in the function. Any other job related instructions, duties, tasks or responsibilities that are requested by the team leader or manager are required to follow.At Thermo Fisher Scientific, each one of our 70,000 outstanding minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.Apply today! Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. Job SummaryJob number: R-01231356Date posted : 2024-03-06Profession: Customer & Technical SupportEmployment type: Full time
