Application Specialist

ALI BIN ALI; Doha; On-site; QAR 100,000 - 167,000; Full time

Job summary

ALI BIN ALI is seeking a Field Support professional to assist end-users with surgical devices, support field service engineers, and help with installation and troubleshooting under guidance to ensure product performance and customer satisfaction.

The role includes clinical and customer support, product promotion, training, and on-call application support while staying updated on instrument knowledge and conducting demonstrations for customers.

Qualifications

• University Degree with a biomedical engineering background required.
• Basic understanding on Software, IT workflow is an advantage.
• Knowledge of operating Room & surgical equipment is preferred.

Responsibilities

• Clinical & Customer Support: acts as first-level interface and resolves routine issues under guidance.
• Product Promotion & Training: conducts product demonstrations and supports CME sessions and workshops.
• Technical Competence & Product Input: maintains knowledge of instruments and shares product feedback with managers.
• Planning & Administration: assists in clinical support planning, inventory, invoicing and installation of demo products.
• Analysis: collects customer feedback and market information to support service improvements.
• Innovation: flags improvements and supports quick troubleshooting for product planning.

Skills

English

Biomedical engineering

IT basics

Operating room equipment

Communication skills

On-call availability

Education

University degree in biomedical engineering

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.

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.

JOB REQUIREMENT

Education and Qualification

• University Degree with a biomedical engineering background required.
• Basic understanding on Software, IT workflow is an advantage.
• Knowledge of operating Room & surgical equipment is preferred.

Work Experience

• Minimum one year of relevant technical, clinical or biomedical engineering experience preferred; prior exposure to operating theatre products is an advantage.

Skills and Abilities

• Excellent in English
• Very organized and hard worker.
• Should have good communication skills; negotiation exposure is an advantage.
• Should be able to work under pressure to meet deadlines and be able to multitask.
• Should be available on-call throughout the day for application support.
• Should have good computer skills.
• Good communication, presentation and team-working skills.