Field Application Specialist

Mp Biomedicals; Navi Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Mp Biomedicals is seeking a dedicated professional for Customer Support and Technical Sales Support. The role involves resolving complex customer inquiries and technical issues, monitoring feedback, and collaborating with R&D, sales and marketing to improve offerings.

You will also develop training materials and provide product training to customers and internal staff. Ideal candidates have experience in marketing or life sciences, and can communicate effectively across teams while staying

Qualifications

• Experience in handling complex customer inquiries and technical issues.
• Ability to monitor feedback and handle complaints effectively.
• Experience in creating user manuals, troubleshooting guides and FAQs.

Responsibilities

• Resolve complex customer inquiries and technical issues effectively.
• Monitor customer feedback and complaints.
• Regularly communicate with R&D & customer support team.
• Collaborate with sales and marketing to address customer needs and improve offerings.
• Provide technical support in pre-sales and post-sales activities to drive revenue growth.
• Develop and deliver training programs for customers, distributors and staff.

Skills

Customer support

Technical troubleshooting

Communication

Training delivery

Documentation

Cross-functional collaboration

Education

BTech

Biotechnology

BSc

PhD

Job description

Role & responsibilities

Customer Support:

Resolve complex customer inquiries and technical issues effectively.

Monitor customer feedback and complaints.

Regularly communicate with R&D & customer support team

resolve the customer Technical queries

Collaborate with the sales and marketing teams to address customer needs and improve product offerings.

Helping sales teams for giving alternative products against our competitors

Documentation and Training:

Maintain technical documentation & create if required (user manuals, troubleshooting guides, and FAQs).

Develop and deliver training programs for customers, distributors and internal staff.

Stay updated on the latest advancements in molecular research and related technologies.

Regularly reads Market Research news/reports, research/review papers & articles

E.g. Marketsandmarkets, Mordor Intelligence, Persistence Market Research, Apple

Academic Press, Science daily

Technical Sales Support

Collaborate with the sales team to provide technical expertise in pre-sales and postsales activities to drive revenue growth.

Pre-Sales Activities

• Understand Customer Needs


• Customize Demos & troubleshooting


• Share insights on new features, industry trends, and competitive advantages

Post-Sales Activities

• Support & providing product training to the customers team


• Conduct competitive analysis to position our products effectively in the market.

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Product Knowledge, Product Development and

KOL Management:

Provide input for the development of new products or product improvements based on customer feedback and industry trends together with sales & marketing team.

Manage & lead the new product development activities in alignment with QA/QC/R&D/ Manufacturing/ external stakeholders and help commercial team in launch/promote

Be the technical spokesperson in external forums and discussions and help develop more KOLs for Molecular & life sciences industry or academic users.

Reporting and Analytics

Prepare and present regular reports on technical support metrics and performance.

Use data-driven insights to identify areas for improvement and optimization.

Product Demo and Trials On site on customer applications

Preferred candidate profile

5 yrs Experience in Marketing

Qualification B tech or any Graduate in (Biotechnology), BSc,PHD