Technical Support Specialist - Germany/Austria

The Technical Support Specialist (TSS) provides primary high-quality post-sales technical and scientific support for Idylla™ instruments and assays, supporting customers and distributors in the effective and reliable use of the system. He/She gives trainings & demonstrations to end-users

He/She provides efficient versatile customer support including remote as well as on-site installations, email and phone inquiries, application support, workflow analysis, planning and troubleshooting. 

The Technical Support Specialist supports the execution of global marketing & sales actions in the designated Territory and proposes local marketing & sales actions where needed.

Accountabilities

• Instrument installations, upgrades and system maintenance;
• Ensure that end-users in the region have access to application support as needed through email, phone, and on-site visits;
• Handle customer complaints and inquires by maintaining strong relationships with the different customer stakeholders;
• Assist in customer acceptance of systems delivered;
• Workshops and Demonstrations;
• Conducts end-user trainings;
• Carry inquiries and forward to Customer Support in cases where he/she cannot solve them own his/her own;
• Participate in product launches in the region by providing training to distributors and end-users;
• Makes sure that feedback from distributors and/or end-users is shared with the Product Management team and other relevant internal stakeholders

Profile requirements

• A Master’s degree in a scientific orientation or equivalent through experience and/or training;
• Extensive knowledge of molecular biology is required;
• Experience in working within the diagnostics or medical device industry is preferred;
• 2-3 years of experience working in a similar role is a plus;
• Experience in working in a travel focused role is preferred;
• Knowledge of the diagnostic market, preferably molecular diagnostics and/or pathology is preferred;
• Customer centric mindset;
• Self-starter, Experience in working independently with little direct supervision;
• Excellent presentation skills;
• Documented experience with delivering technical and/or scientific training;
• Outstanding problem solving and interpersonal skills;
• Applied knowledge of MS Office (Excel, PowerPoint, Word, Outlook);
• Applied knowledge of CRM, preferably Salesforce;
• Excellent English communication skills, both verbal and written;
• Fluent in local language(s) of the respective region : German.

Our offering 

We offer you an exciting job in a fast growing international and innovative environment where you can work with top entrepreneurs in the biotech industry.

You can be part of a very dynamic, young and growing team.

You will have freedom to shape your work and shape your job where you deem it necessary: we value your input.

Of course we offer you an appropriate compensation package which includes a Flexible Income Plan.