GTS Field Application Specialist

At AliveDx, we empower diagnostic insights, transform patient care, and innovate for life. With over 30-years in in-vitro diagnostics, we put the health of patients first by creating innovative solutions designed for faster diagnostic results. Alba–– our blood bank reagents portfolio–– and MosaiQ®–– one of the first multiplexing and multimodality automated testing platforms––are designed to make labs more efficient and clinical decision-making more effective. Our journey started as Alba Bioscience, and later, Quotient. Today, as AliveDx, we innovate for life.

GTS Field Application Specialist

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AliveDx is recruiting for a Field Application Specialist to join the Technical Services team based in Spain. The role is a full-time and permanent position. It requires on-call duties some up to one weekend per month.

YOUR MISSION

The AliveDx GTS Field Application Specialist is highly skilled on the AliveDx systems and ensure 1st Level support to customers. The Field Application Specialist conducts AliveDx system on site commissioning, operational qualification and customer training. He/She conducts her/his role with the goal of achieving and maintaining highest customer satisfaction.

As part of this team, your main responsibilities will include:

• Resolve 1st Level customer questions and/or problems involving the AliveDx solutions
• Help cross functional team to investigate difficult questions or complaints provided by 2nd Level (3rd Level activity)
• Work on customer site to initiate investigation on blood samples (retesting in the customer environment). Document rationale of investigation
• Help internal cross functional team to conduct investigation on reagents/microarrays lots sent back from customers for retesting/confirmation. Document rationale of investigation
• Answers to complaints to the attention of customers in a timely manner using the CRM software
• Troubleshoot performance issues to determine cause and possible solutions. Evaluate customer. technical complaint to determine if the case could be classified as a potentially reportable event (PRE). Work together with RA to document authority communication such as description of Field Safety. Corrective Action (Initial, Follow-up or Final Report) or Incident Report
• Participate in risk analysis procedure as per complaint investigation result
• Participate in the compilation of customer and technical applications training material
• Conduct on-site customer training on instrumentation, software or reagent products and/or applications
• Training of basic and advanced users on AliveDx systems both on site and in classroom
• Assist the Technical Support Organization in formulating strategy and customer satisfaction programs

YOUR COMPETENCIES

• Bachelor’s Degree in Medical Technology, Clinical Laboratory Sciences or equivalent
• Minimum of 5 years’ work experience as a laboratory technician in autoimmunity and allergy testing or any similar experience
• Deep autoimmunity or allergy diagnostics industry/market knowledge
• Experience with and/or certified in regulatory environments such as CLIA, HIPAA, Safe-Harbor, GMP
• Effective customer consultative skills which includes, exceptional customer engagement, a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships
• Exceptional analytical approach to problem solving and troubleshooting
• Customer focused; sense of urgency and adaptive to change
• Very strong verbal, written and presentation communication skills
• Dynamic, self-motivated and driven; independent and proactive
• Fluent in English and Spanish
• Ability to travel up to 80% of time, national and internationally

WHAT WE OFFER

• A highly dynamic and growing environment
• An opportunity to live your passion for an intrapreneurial mindset, where cultivating innovation and customer centricity are at the heart of everything we do

Interested? We invite you to send your application, including your resume and any other relevant documents. We look forward to exploring your potential contributions to AliveDx.

AliveDx is an equal opportunity employer and welcomes applications from all qualified individuals regardless of nationality, sex, disability, religion/belief, sexual orientation or age. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on competences, performance and business needs.