Application Specialist

Job Objective and Overview

The primary purpose of this role is to provide frontline field assistance to end-users utilizing the company's surgical instruments and medical products. The Application Specialist supports field service engineers and the Senior Application Specialist in installation, troubleshooting, user training, and providing clinical and technical assistance during surgeries. This ensures optimal product functionality and customer satisfaction.

Key Responsibilities

• Serve as the initial clinical interface between customers and suppliers, guided by the Sales Lead or Senior Application Specialist.
• Address and resolve routine tier 1 customer and supplier issues within established protocols to maintain high satisfaction levels.
• Facilitate effective communication and information transfer between clients and suppliers.
• Manage basic customer concerns and escalate complex challenges to senior personnel for resolution.
• Provide on-call application support for assigned surgical instruments.
• Regularly promote company products to customers, responding to inquiries and concerns.
• Conduct product demonstrations as assigned to potential and existing customers.
• Support continuous medical education initiatives along with training workshops for end-users in coordination with suppliers.
• Participate in assigned trade exhibitions and shows.
• Keep professional knowledge current by obtaining certifications and training on company instruments and software.
• Offer feedback on product features and benefits for review by management.
• Assist in clinical support planning to ensure comprehensive market coverage.
• Help maintain departmental inventory and support timely invoicing, deliveries, and demos installation at customer locations.
• Inform management about upcoming projects and support requirements within assigned territory.
• Support sales and product delivery operations as needed.
• Collect and relay customer feedback to contribute to service improvements.
• Gather market and product usage data to assist the wider team.
• Monitor market trends and customer demand to tailor support accordingly.
• Plan daily, weekly, and monthly activities aligned with set goals.
• Identify improvement opportunities and customer needs for management attention.
• Support rapid troubleshooting of technical issues and provide insights for enhancing product promotion.

Qualifications and Experience

• University degree in biomedical engineering is required.
• Basic familiarity with software and IT workflows is beneficial.
• Experience or knowledge related to operating room and surgical equipment is preferred.
• At least one year of relevant technical, clinical, or biomedical engineering experience is preferred, with exposure to operating theatre products seen as an advantage.

Skills and Attributes

• Fluency in English with strong communication skills.
• Highly organized with a strong work ethic.
• Good negotiation skills are an asset.
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Availability for on-call application support throughout the day.
• Proficient computer skills.
• Strong presentation skills and ability to collaborate as part of a team.