Technical Support Application Engineer

Role Overview

This position requires applying clinical knowledge to accurately identify customer needs related to training and application services, managing support cases, summarizing prevalent issues along with recommended solutions, and effectively communicating with headquarters to resolve escalated cases while ensuring timely feedback to the Customer Application Support (CAS) team.

Key Responsibilities

• Utilize clinical expertise to assess training and application service requirements, handle customer cases, and articulate common issues and solutions.
• Identify skill gaps among team members, lead technical training, and coordinate internal sessions to establish a team of experts.
• Develop and implement a training plan for new CAS employees to help them achieve certification during probation and evaluate their skill enhancement.
• Provide support for major project implementations, particularly involving new products or key clients.
• Facilitate centralized training for distributors.

Qualifications and Skills

• Minimum of five years experience in In Vitro Diagnostics (IVD) local service, preferably with knowledge of Hematology, Biochemistry, Immunoassay, and hospital Laboratory Information Systems (LIS).
• Experience in building service technology systems is advantageous.
• Strong communication skills and the ability to interact effectively with engineers.
• Customer-focused mindset, excellent interpersonal abilities, logical thinking, and good overall communication skills.
• Hands-on experience connecting LIS systems.
• Basic clinical knowledge of IVD.
• Teaching experience is essential.