Field Application Specialist – EMEA H/F

Sebia; Paris; On-site; EUR 50,000 - 70,000; Full time

Job summary

Sebia is seeking a Field Application Specialist to train and support channel partner FAS teams and direct customers in the EMEA region. The role requires leading training programs, troubleshooting advanced issues, and maintaining robust relationships with channel partners.

The ideal candidate has a strong life sciences background with at least 3 years in technical support or field applications, excellent English communication, and willingness to travel as needed.

Qualifications

• Masters or PhD in Life Sciences or related field (Bachelor's could be considered with extensive related experience).
• Minimum of 3 years of relevant industry or research experience; prior technical support or field application experience preferred.
• Strong technical knowledge and problem-solving skills.
• Excellent communication and interpersonal skills in English.
• Ability to travel as required.

Responsibilities

• Conduct comprehensive training sessions for channel partner FAS teams or direct customers on product features, usage, and troubleshooting.
• Provide 1.5 level support to channel partner FAS teams or direct customers, addressing complex technical issues and documenting cases daily.
• Collaborate with local and global technical support teams and escalate to the global team as needed to ensure timely solutions.
• Act as liaison between Sebia and channel partner FAS teams to maintain strong relationships and gather feedback for product improvement.
• Maintain deep product knowledge and stay updated with industry trends to deliver informed support and training.

Skills

Excellent communication

English proficiency

Travel availability

Problem solving

Training experience

Education

Master's or PhD in Life Sciences

Bachelor's with extensive related experience

Job description

The Field Application Specialist (FAS) leverages her/his expertise of the Sebia technology to be the company’s scientific voice to our channel partners in EMEA. The successful candidate will be responsible for training and supporting the Field Application Specialists of our Channel Partners, acting as a 1.5 level support to ensure the effective use and troubleshooting of our products. He will also be responsible of maintaining strong relationships with channel partners and ensuring the quality and compliance of the application services provided. This role requires a strong technical background, excellent communication skills, and a passion for customer service.

Key Responsibilities:

Training and Development:

• Conduct comprehensive training sessions for channel partner FAS teams or direct customers on product features, usage, and troubleshooting.
• Independently organize, provide and follow-up training activities.
• Develop and update training materials, including manuals, guides, and online resources.
• Evaluate the effectiveness of training programs and make improvements as needed.

Support and Troubleshooting:

• Provide 1.5 level support to channel partner FAS teams or direct customers, addressing complex technical issues that require advanced knowledge.
• Document, track, and monitor cases daily to ensure compliance and timely resolutions and maintain highly accurate records according to Sebia`s complaint process.
• Collaborate with the local and global technical support team to resolve issues and ***escalate*** to the global team as needed to ensure timely solutions.
• Document and communicate common issues and solutions to improve overall support processes.

Channel Partner Management and Customer engagement :

• Act as a liaison between the company and channel partner FAS teams, ensuring clear communication and strong relationships.
• Establish and maintain strong relationships with channel partners and follow-up to ensure the quality and compliance of the application services provided.
• Gather feedback from channel partner FAS teams to identify areas for product improvement and development.
• Participate in customer visits and demonstrations as needed to support channel partner FAS teams.

Product Expertise:

• Maintain a deep understanding of our products, including new features and updates.
• Stay current with industry trends and advancements to provide informed support and training.

Qualifications:

Education and Experience Requirements:

• Masters or PhD in Life Sciences or related field. Bachelors could be considered with if extensive related experience.
• Minimum of 3 years of relevant industry or research experience. Previous experience in a technical support or field application role is preferred.
• Strong technical knowledge and problem-solving skills.
• Excellent communication and interpersonal skills in English.
• Ability to travel as required.

Preferred Qualifications:

• Experience in training and development.
• Familiarity with the products and technologies used in our industry.