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., Lancaster , Field Application Specialist, Other , Los Angeles, California