Clinical Support Specialist

Job content

Are you passionate about helping others and advocating life-changing equipment?

I’m partnering with one of the largest IVD companies in the world, a developer, manufacturer, and seller at the forefront of advanced blood testing analyser technology who is going through a fantastic period of development in the context of the NHS restructuring and the challenges coming with a highly competitive marketplace.

They are looking for a Technical Support Specialist who is able to troubleshoot, maintain, and provide education for customers and other employees on their POC equipment such as blood gas analysers and capillary meters.

???? Job Summary and/or Key Objectives

• Provides internal technical support for all products for customers and employees
• High level technical resource for field based Technical Support Specialists
• Distribution of CIB’s/TIB’s where required
• Hands on technical training for new employees for all products
• Perform and coordinate all in-house workshop activities such as pre-installations, pre-implementations, in-house repairs, and system checks for all products
• First line telephone IT support for customers including routine preventative maintenance for customer databases, IT application support (report generation, extension to certification for operators)
• QA participation for all products
• Performance testing for strip-based meter products
• Compliant escalation and resolution throughout appropriate channels in Europe and/or US Tech Support
• Maintain Pivotal CRM database
• Maintain the technical status of the sales demo analyser pool
• Organise and deliver in-house customer training courses
• Back up field-based support for TSS’s
• Blood Gas and Biotech stock control
• Monitoring temperature of fridges
• Responsible for developing SOP’s and adherence to ISO 9001:2015 QMS

Reporting Relationships

• Reports to the UK Support Manager

???? Essential Responsibilities

• Responsible for delivering excellent technical support to customer and company personnel
• Maintain high levels of productivity, customer satisfaction and other parameters determined as appropriate by the UK Support Manager
• Liaise with all field-based personnel to ensure customer satisfaction remains at a high level
• Measurement criteria to be determined by UK Support Manager
• May be required to attend and assist in customer demonstrations
• Responsible for ensuring all products are functioning prior to customer dispatch
• Delivering technical training to employees to enable them to be effective in front of customers

???? Qualifications

• BSc (or equivalent) in a technical discipline (Biomedical Engineering, Clinical Laboratory Sciences, Biochemistry, Life Sciences)

???? Experience

• 2 years in a technical support specialist or similar role is required
• Prefer experience with similar medical device or pharmaceutical business within the health, biomedical, pathology or biotechnology sectors
• Demonstrate a practical aptitude to troubleshooting
• Experience providing support in a clinical/IT environment is a plus

????Start 2023 off with a fresh start, being part of a force saving human lives through medical devices and technology.

Apply now or get in touch with me at:

fil.ksiely@lifesci-cm.com

+44 7928 691 755