Clinical Support Specialist
2 days ago
We are seeking an experienced Clinical Support Specialist to join our team at Werfenlife SA. As a key member of our EEMEA department, you will play a crucial role in providing technical support to our partners and distributors.
Key Accountabilities:- Provide Training and Support: Deliver both theoretical and practical application training to our EEMEA partners and other stakeholders.
- Second-Level Application Support: Offer telephone, email, and on-site second-level application support and troubleshooting to distributors.
- On-Site Installation Support: Provide on-site application support to our partners for any first installation in their countries.
- Coordination and Support: Coordinate with distributors to support customers, organize regular visits to selected countries, and provide consultancy services to improve their local application structure and capabilities.
- Troubleshooting and Escalation: Act as primary contact for the troubleshooting of quality and performance issues, open and follow up complaints when applicable, and escalate to the SBU when needed.
- IT Solution Implementation: Cooperate with other internal representatives to support EEMEA and the Company's commercial strategy, including the implementation of IT solutions.
- Documentation and Communication: Share technical product information updates with all pertinent stakeholders and regularly upload and update internal communication channels with relevant documentation.
- Meetings and Conferences: Organize support meetings and conference calls with our partners and affiliates to share information and align main application strategies and actions.
This position has strict relationships with:
- Internal Stakeholders: KAM – Customer Support - Marketing – Logistics – RA&QA – Compliance – Administration Office
- External Stakeholders: Distributors - Clients – Users – Suppliers – Key Opinion Leaders
- Education: Master's Degree in the scientific, technical or biomedical field.
- Specific Technical and Scientific Knowledge: Technical background and specific knowledge in Hemostasis.
- Preferable Knowledge: Knowledge on IVD industry, marketing and sales processes, project management, SAP and Microsoft.
- Customer-Centric Approach: Strong customer-centric approach with excellent problem-solving skills.
- Organizational Skills: Excellent organizational skills, time management, communication, public speaking, flexibility, teamwork, cultural agility.
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