Field Application Specialist
Company: KNG Technical Inc.
Location: Los Angeles
Posted on: October 24, 2024
Job Description:
We are seeking a motivated Field Application Specialist to join
us in an exciting period of accelerated growth. Reporting to the
Associate Director of Service, this candidate will be joining the
US Service and Support team building the foundations for a
world-class customer experience. This position is highly technical
in nature, leading customer implementations, product installation
and training, on-site troubleshooting, and much more.Primary Job
Responsibilities:
- Provide an excellent customer experience through customer
implementations in collaboration with sales, on-site support
facilitating customer inquiries, managing case resolutions, and
providing internal teams with feedback on field activities.Key
Responsibilities:
- Assist customers in adopting the company's products in their
hospitals.
- Manage customer implementation plans including ensuring all
required materials and equipment are delivered.
- Provide on-site customer training and help the customer with
protocol and product validations, defining criteria to reach the
"go-live" stage.
- Manage customer complaints through remote or on-site
troubleshooting, assist in identifying resolutions, completing all
cases in the designated CRM in a timely manner.
- Serve as a key liaison on technical matters.
- Provide timely follow-up on outstanding client issues.
- Participate in weekly planning exercises for new installs and
planned customer visits.
- Escalate product and/or customer issues as needed.
- Continually improve the implementation process to bring
customers online with their new products as professionally and
quickly as possible.
- Frequently interact with end users to confirm any additional
training needs, clinical support, and any other customer needs for
successful product utilization.
- Interact with sales, technical service, QA/RA, and marketing on
a regular basis.
- Prepare reference material for users by collating and
communicating operational and technical instructions.
- Support development and edits to IFUs, service documents, work
instructions, and SOPs.
- Ensure compliance with the Company's Quality Management
System.Skills and Competencies:
- 5+ years of experience and proven track record in a similar
role in the medical device industry.
- Strong knowledge in infectious diseases - strongly
preferred.
- Prior field experience supporting customers in a highly
technical field required. Proven ability to resolve complex
customer issues while maintaining positive customer relations.
- Demonstrates strong understanding of hospital laboratory
practices, CAP, CLIA, FDA, HIPAA, and IQCP requirements.
- Hospital LIS integration experience - strongly preferred.
- Demonstrates strong project management skills to manage several
timelines/deliverables and proactively identify potential risks,
recommending solutions to management.
- Clear vision of and commitment to providing outstanding
customer service.
- Excellent team player.
- Extraordinary communication skills.
- Thrives in a fast-paced, high-growth startup environment.
- Technical degree in biology, or related field
preferred.Location & Travel:United States. The position involves US
and occasional international traveling (Willing to travel up to
80%).
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Keywords: KNG Technical Inc., Compton , Field Application Specialist, Other , Los Angeles, California
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