OBJECTIVE/ PURPOSE OF THE JOB: To provide field support to end-users using our surgical devices and products, assisting field service engineers and the Senior Application Specialist with installation and troubleshooting, supporting end-user training, and delivering clinical and technical support during surgery under guidance to ensure product performance and customer satisfaction.
KEY RESPONSIBILITIES Clinical & Customer Support
Acts as a first-level customer/supplier interface clinically, under the guidance of the Sales Lead or Senior Application Specialist.
Resolves routine, Tier 1 customer/supplier issues within prescribed guidelines to ensure satisfaction.
Ensures proper transfer of information between clients and suppliers.
Takes action on basic customer-related issues within guidelines and escalates complex issues to the Senior Application Specialist or unit manager for resolution.
Provides on-call application support to end-users for assigned instruments.
Product Promotion & Training
Promotes and updates customers on company products on a regular basis and attends to their concerns and issues.
Conducts product demonstrations to customers as assigned.
Supports Continuous Medical Education sessions, training and workshops for end-users in coordination with the supplier.
Participates in relevant trade shows as assigned.
Technical Competence & Product Input
Maintains up-to-date knowledge of company instruments and software through required certifications and training to sustain professional competence.
Contributes to evaluating product features and benefits and shares input for review by the direct manager and Business Unit Manager.
Planning & Administration
Supports preparation of the clinical support plan to help ensure proper market coverage.
Assists in reviewing and maintaining departmental inventory.
Supports timely invoicing, deliveries and installation of demo-related products at customer sites.
Keeps the manager informed of upcoming projects, opportunities and support needs within own scope.
Provides backup support for routine sales and product delivery activities as directed by the manager.
Analysis
Collects and shares customer feedback with the manager to support service improvement.
Gathers market and product usage information to support the wider team.
Monitors market trends, new products and demand to help tailor product support to customers.
Plans daily, weekly and monthly activities in line with agreed goals.
Innovation
Flags improvement opportunities and customer needs to the manager.
Supports quick troubleshooting of technical issues and shares observations for product promotion planning.
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