Applications Support Specialist I - Field

sakura; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Sakura Finetek USA, Inc. seeks a field Applications Support specialist to perform in-field support for automated IHC instrumentation and reagents.

You will install, evaluate antibodies/probes on-site, train operators, and troubleshoot issues in hospitals, commercial and research facilities. The role requires five+ years in immunohistochemistry/histology, strong customer service, and the ability to communicate effectively with diverse teams.

Qualifications

• Five or more years of immunohistochemistry and histology laboratory experience.
• Knowledge and understanding of immunohistochemistry and Sakura products/services.
• Ability to write daily reports, business correspondence and training/sales reports.

Responsibilities

• Participate in installation and evaluation of IHC instrumentation sold to hospitals and facilities.
• Conduct on-site antibody and probe evaluations and provide operator training.
• Troubleshoot applications, instruments and training issues in the field with complex scenarios.
• Provide advanced operator training and perform follow-up training for customers.
• Build understanding of new Sakura products and applications in diagnostics IHC environments.
• Respond promptly to customer inquiries and guide complaint resolution to satisfaction.

Skills

Immunohistochemistry

Histology

Customer Training

Documentation

Education

Bachelor’s degree preferred

Associate degree or equivalent in medical technology

HT or HTL (ASCP) certification required

QIHC (ASCP) certification highly desired

Job description

General Position Summary

Responsible for conducting the Company's in-field Applications Support activities for automated immunohistochemistry (IHC) instrumentation and reagents. Extensive on-site reagent evaluation and optimization. Participation in the installation process, applications troubleshooting, pre-and post- installation customer training and routine follow-up for Sakura customers and sales teams. Participates in all quality assurance procedures as required.

Essential Job Functions

Technical Support Activities

• As part of an installation team participate in the Installation and evaluations of immunohistochemistry (IHC) Instrumentation that are evaluated and/or sold in hospitals and commercial or research facilities
• Conduct comprehensive onsite evaluations of antibodies and probes.
• Provides on-site operator training and support.
• Responsible for addressing application, instrument and training issues in the field that can be complex in nature.
• Instruct customers in Advanced Operator Training.
• Performs all follow-up training and technical support for new and existing customers.
• Build a comprehensive understanding of new product offerings and their applications in a diagnostics immunohistopathology environment
• Participates in industry forums and product sales demonstrations.
• Quickly responds to customer inquiries and requests regarding products, questions and technical and applications problems.
• Conducts research to obtain support information if necessary. Proposes alternative solutions to customers for a variety of issues.
• Responsible for guiding complaint resolution to ensure that proper and satisfactory responses and results are provided to customers.
• Maintains a high level of customer satisfaction.
• Conducts all duties with the highest level of professionalism.
• Completes special projects as assigned.

Information Management & Reporting Activities

• On a regular basis, communicates with both internal and external Company personnel and affiliated personnel providing important information regarding company products.
• Creates documentation system on spreadsheet and database software to improve department productivity and overall efficiency.
• Manages multiple priorities.

Information Management & Reporting Activities (continued)

• Reviews and edits operator manual for all models of laboratory equipment sold by the Company.
• Attends and participates in group meetings, task force groups, etc., as needed.
• Plans, coordinates and prepares reports, surveys, research information and any special requests made by senior management.

Other Activities

• Provides specialized product training related to Immunohistopathology and continual information/guidance to other staff members.
• Participates in Sales (new hire) training of Sakura’s Immunohistoproducts. Prepares hand-out material and formal product presentations along with practical exercises.
• Assists in the control of processes and/or procedures to assure the highest possible levels of quality.
• May provide various reports and information concerning market information, product liability issues, etc., as requested.
• Seeks constant improvement in work processes and techniques to increase department productivity.
• Maintains good communications both inside and outside of the Company.

Essential Job Requirements

Education

• Bachelor’s degree preferred.
• Associates degree (A.A.) or equivalent in medical technology or related field; or equivalent combination of education and experience.
• HT or HTL (ASCP) certification required. QIHC (ASCP) certification highly desired.

Experience & Minimum Qualifications

• Five or more years of immunohistochemistry and histology laboratory experience or equivalent in a clinical, industrial or research environment.
• Knowledge and understanding of specialized histology such as immunohistochemistry and the company’s products and/or services.
• Demonstrates advanced knowledge and proficiency on one or more products.
• Strong customer satisfaction skills.
• Ability to write daily reports, business correspondence and sales reports according to specified timelines.
• Ability to effectively present information and respond to questions from groups of managers, customers, etc.
• Ability to get along well with diverse personalities. Must be tactful, mature and flexible.
• Fluency with a variety of word processing and spreadsheet software packages used on personal computers.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Excellent written and verbal communication skills. Ability to present ideas in a clear and concise manner.
• Must possess computer proficiency.

Physical Requirements & Working Environment

• This position requires the employee to frequently sit. In addition, the employee is occasionally required to stand, walk, use hands and fingers and reach with hands and arms.
• Ability to read and analyze hard written copy and information on a computer screen.
• Ability to successfully respond to multiple work pressures.
• May be required to travel for business related activities to other locations both within and outside of the local region75%of the time.

Physical Requirements & Working Environment (continued)

• Ability to communicate verbally and in writing to individuals and groups.
• Ability to communicate verbally in person and using a phone.
• Ability to listen, understand, interpret and solve problems.

\"Sakura Finetek USA, Inc.\" is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.”

The above description identifies the essential job functions and skills needed by the person or persons assigned to this position. These job functions and skills are not intended to be a complete and exhaustive list of all responsibilities, duties and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The information contained herein is subject to change at the company's discretion.