Application Specialist

Path2Success; Doha; On-site; QAR 90,000 - 180,000; Full time

Job summary

Path2Success in Doha, Qatar, invites applications for a field support role to assist field service engineers and the Senior Application Specialist with installation, troubleshooting and clinical support. You will help deliver training sessions and provide product demonstrations to end-users at customer sites.

You will support pre- and post-installation activities, monitor product performance, facilitate customer satisfaction, and contribute to training programs with the supplier.

Qualifications

• Experience in clinical or field service for surgical instruments.
• Ability to provide on-site/instrument troubleshooting and training.
• Comfort delivering end-user training and product demonstrations.
• Strong customer-facing communication and problem-solving skills.
• Willingness to be on-call for instrument support.

Responsibilities

• Acts as first-level clinical interface with customers under guidance.
• Resolves routine Tier 1 issues following guidelines.
• Provides on-call application support for assigned instruments.
• Promotes and updates customers on company products and conducts demonstrations.
• Supports training sessions and workshops for end-users in coordination with the supplier.
• Maintains up-to-date knowledge of instruments and software.

Skills

Field support

Installation

Troubleshooting

Training end-users

Clinical support

Customer service

On-call support

Tools

Instrument software

Product demos

Certifications

Job description

OBJECTIVE/ PURPOSE OF THE JOB:

To provide field support to end-users using our surgical devices and products, assisting field service engineers and the Senior Application Specialist with installation and troubleshooting, supporting end-user training, and delivering clinical and technical support during surgery under guidance to ensure product performance and customer satisfaction.

KEY RESPONSIBILITIES

Clinical & Customer Support

• Acts as a first-level customer/supplier interface clinically, under the guidance of the Sales Lead or Senior Application Specialist.
• Resolves routine, Tier 1 customer/supplier issues within prescribed guidelines to ensure satisfaction.
• Ensures proper transfer of information between clients and suppliers.
• Takes action on basic customer-related issues within guidelines and escalates complex issues to the Senior Application Specialist or unit manager for resolution.
• Provides on-call application support to end-users for assigned instruments.

Product Promotion & Training

• Promotes and updates customers on company products on a regular basis and attends to their concerns and issues.
• Conducts product demonstrations to customers as assigned.
• Supports Continuous Medical Education sessions, training and workshops for end-users in coordination with the supplier.
• Participates in relevant trade shows as assigned.

Technical Competence & Product Input

• Maintains up-to-date knowledge of company instruments and software through required certifications and training to sustain professional competence.
• Contributes to evaluating product features and benefits and shares input for review by the direct manager and Business Unit Manager.

Planning & Administration

• Supports preparation of the clinical support plan to help ensure proper market coverage.
• Assists in reviewing and maintaining departmental inventory.
• Supports timely invoicing, deliveries and installation of demo-related products at customer sites.
• Keeps the manager informed of upcoming projects, opportunities and support needs within own scope.
• Provides backup support for routine sales and product delivery activities as directed by the manager.

Analysis

• Collects and shares customer feedback with the manager to support service improvement.
• Gathers market and product usage information to support the wider team.
• Monitors market trends, new products and demand to help tailor product support to customers.
• Plans daily, weekly and monthly activities in line with agreed goals.

Innovation

• Flags improvement opportunities and customer needs to the manager.
• Supports quick troubleshooting of technical issues and shares observations for product promotion planning.