Application Specialist Autoimmunity

Job Summary

Responsible for instrument and reagents application installation, training of the customers and application troubleshooting. This role is aimed at optimizing customers' application needs, making sure instrument performance is at the best level. Collecting market info and data related to reagents and analyzers. (*) Before the sale is made, the role-holder helps sales and marketing teams on material preparation, translation, training, company projects, newsletter and marketing promotional activities when needed.

Key Accountabilities

• Takes on the responsibility of new analyzers installations and user's training related to application. This includes Operational training on the utilization of the analyzers and results of reagents, QC's, calibrators and other consumables.
  Clinical interpretation is outside of the scope of this job description.
• Supports customers in all business unit (BU) related level 1 troubleshooting on service and IT in his/her area.
• Follows up and respects the timing of the implementation of a project, supports logistics and planning regarding instrument- demo's, evaluations and installations as planned in the project management tool. Actively contributes to the project and its success.
• Prepares the customer visit. If IT involvement is necessary, informs IT with the full scope and planning in the outlook invite on beforehand so IT can anticipate the time needed to spend.
• Reports daily all application activities in SAP by an electronic Client Relationship Management (CRM) tool Fiori application report.
• Accountable for correct and updated information about the application intervention report, opportunities, contacts, install base of Werfen and competitors in the CRM tool Fiori. Keeps Outlook agenda permanently up to date.
• Performs site visits with the Account Manager in sales conversations/presentations and/or technical conversations for application knowledge support.
• Analyzes existing and anticipated customer requirements and promotes consideration and purchase of company products and services.
• Being the eyes and the ears in the field. Recognizes challenges, opportunities and needs in the field and takes the initiative to develop supporting pieces to address them accordingly.
• Will achieve and maintain a high level of competency in application knowledge and of positioning of Werfen products, solutions and services. Strives to achieve similar competency regarding competitive systems.
• Participates in the validation of new installations, supporting the customer plan for entering in clinical routine.
• Supports the Marketing & Product Manager on logistics and planning regarding reagents and QC's validations and evaluations at customer site or in Breda.
• Participates in local- and international projects, congresses and marketing initiatives.
• Supports the Marketing & Product Manager/Specialist in designing, initiating and guiding local studies for Werfen Benelux and acting as liaison for studies initiated by Werfen.
• Supports the Marketing & Product Manager/Specialist to map the market to have a detailed understanding of the opportunities, installed base, value of the market and KOL's according to corporate procedures and tools.
• Supports the Marketing & Product Manager/Specialist in organizing events (scientific and others) as requested to reinforce the image and the branding of the company.
• Is responsible for complying with all appropriate ISO mandated policies, GDPR procedures, work instructions and other duties and responsibilities established by Werfen Benelux.

Networking/Key relationships

Maintains a great network of valuable customers. Builds strong internal relationships between the different teams in Benelux. Maintains regular communications with our staff on any problem or advantage related to our portfolio or related to our competitors. In a consultative manner, serves as a subject matter specialist; actively soliciting, gathering and distributing industry information throughout the organization. Serves as a resource to others within the organization. May be included in corporate projects/initiatives

Minimum Knowledge & Experience required for the position:

• At least five years of relevant working experience
• Education
  • Bachelor's degree in relevant technical discipline
  • Completed MLT or equivalent lab- or technical education
  • Understands customer dynamics (their processes, value chain)
  • Basic level of knowledge of coagulation
  • Understands the IVD market
  • Competitor products, solutions and services
  • Company products, solutions and services
  • SAP & other corporate tools

Skills & Capabilities:

• The ideal candidate for this position will exhibit the following core competencies:
  • Customer service skills
  • Quick learner
  • Problem-solving
  • Prioritization
  • Customer focus (internal & external)
  • Relationship and network building
  • Flexibility and proactivity to a fast-changing environment
  • Self-empowerment
  • IT skills

Excellent time-management and a commitment to complete designated tasks in a timely manner, especially documentation such as quotations

Travel requirements:

• Expectations of minimum 4 days at customer depending on requirements.