Specialist I, Clinical Applications (Chicago)

Overview

The Clinical Applications Specialist (CAS) is part of a multidisciplinary team that supports the equipment and middleware integration process from order to go-live in the laboratory environment. This includes implementation activities, on-site instrument and middleware/workflow training, parameterization, rules development/testing, and support to realize an efficient and successful customer integration of the Sysmex solution as the primary laboratory consultant from a technical perspective. Also supports sales objectives by providing field technical support, serves as a technical consultant to existing and new customers, executes advanced training workshops, serves as the local resource for troubleshooting and resolving performance problems as part of customer retention activities. The ideal CAS has experience and background in both the laboratory and IT environment and is strong in Hematology.

Essential Duties and Responsibilities

• Implement Sysmex instruments, middleware, and reagents into customer sites/laboratories: Plan the implementation process. Work with customers to take ownership of the instrument. Assist customers with meeting their regulatory and validation requirements. Provide appropriate training for the customer on newly installed instruments. Manage the integration process to meet customer expectations and timeline.
• Perform troubleshooting on issues related to reagent, middleware or instrument performance designed to improve customer self-sufficiency: Investigate problems; diagnose probable causes; systematically eliminate alternatives; provide solutions. Recognize and communicate product issues, complaints, and potential improvements.
• Develop and implement training programs (workshops and onsite training) for customers and Technical Services to maintain desired levels of customer satisfaction and referenceability.
• Manage time, territory, and accounts effectively; use computers to document activity; take initiative to make changes to improve how work is done, focus on process improvement; promote customer satisfaction; support sales objectives and organizational directives; provide data to the organization on customer use/preferences leading to customer driven design/customer usability. Responsible for identifying and communicating critical gaps, product issues, complaints, and recommending potential improvements to the installation and implementation process. Responsible for supporting the systems assigned to their territory and greater geography to meet business demands. Accomplish results individually and in collaboration on teams and work groups.
• Provide technical information to direct management/peers and other functional groups. Proactively address and support sales objectives and organizational directives.
• This individual must possess strong interpersonal, persuasive, problem solving and communication skills. The individual must demonstrate a strong sense of urgency, can-do attitude, and strong desire to set and achieve goals.
• Provide both pre-sale and post-sale support. Pre-sale support includes delivering technical presentations, support of Sysmex Express and instrument Demos, working trade shows, and performing evaluations.
• Responsible for managing company assets and expenses within company guidelines.
• Other duties as assigned.

Travel Percentage: Requires extensive travel, up to 80%, on short notice.

Location preference: Chicago, IL

Qualifications

• Bachelor's degree and 3-5 years experience OR an Associate's degree and Medical Technologist degree/Medical Laboratory Technician with 10+ years of relevant hematology, urinalysis, or hemostasis industry experience, which may include experience in the Armed Forces.
• Active ASCP or CLS certification required.
• Supervisory experience highly desirable.
• Experience with LIS, HIS or WAM preferred.
• Working knowledge and solid CLIA/COLA experience necessary.
• Strong Hematology experience preferred.
• Strong written and oral communications skills required.
• Highly visible position to the external customer requiring extensive interpersonal contact. Professional conduct necessary at all times even under stressful conditions.
• Strong presentation and persuasive skills highly desirable.
• Demonstrated ability to analyze, problem solve and evaluate technical/IT data. Ability to assemble thoughts and conclusions into cogent and persuasive format, present professionally and gain acceptance / buy-in.
• Demonstrated ability to execute moderately to highly complex single and multisite integration activities to keep project momentum and manage issues (e.g. instrument operation, workflow and middleware).
• Demonstrated ability to both independently and collaboratively solve complex technical, rules and workflow concerns (e.g. instrument and/or system troubleshooting).