Location: Shanghai, China
Position Type: Fixed-Term
Job Function: Customer Service
1. 岗位设立的目的及目标 / PRIMARY PURPOSE AND OVERALL OBJECTIVE OF THE JOB
Deliver the technical service directly to end user for main products, manage and support distributors to deliver technical service for other systems, be responsible for product complaint handling implementation, work as a technical consultant in communication with customers.
Promote and grow the reagents consumption of bioMerieux products, manual(PPM, API, Etest…) and automated (Vitek, BTA, MS, DVL, Vidas/miniVidas, Hain…) products.
Assist Sales technically in pre-sales part.
2. 主要职责 / MAIN ACCOUNTABILITIES
1 Provide excellent technical support to the end users to make sure the proper and smooth usages of biomerieux products as well as do pre-sales to support KAM effort;
2 Work collaboratively with the team to achieve the revenue, win customer satisfaction;
3 Lead by KA manager/RBMs/Area Sales Manager to implement and achieve the goals the KAM projects;
4 Drive reagents consumption of bioMerieux products under the scope of KAM, both manual and automated systems through 1st level and 2nd level technical supports including customers trainings, trouble shooting, workshops, total solutions and clinical promotions;
5 Work as level one support for the direct service instrument, for example, VITEK MS, PREVI-Isola, HAIN system, and application training, troubleshooting etc.; work as level two support for other systems, including but not limited to answer telephone inquiries per established guidelines and document in local database, consult with national AS etc.;
6 To deliver training course to internal and external customers;
7 Be involved in customer complaint handling process, including but not limited to direct and drive investigative process, review test results, request further investigations; implement corporate FA action, like acknowledge the FA event, deliver the information and get back the feedback as request etc.;
8 Document all customer interactions in CRM/Impact system;
9 Perform laboratory testing (e.g. surveys, complaint investigations, training material protocol preparations);
9 Answer telephone inquiries per established guidelines and document in local database.
3. 知识、语言和经验要求 / KNOWLEDGE, LANGUAGE AND EXPERIENCE
1. Bachelor degree or above major in Medical Examination
2. At least 0.5 year of hospital experience
3. Good practice experience in biological/medical laboratory and good knowledge in laboratory
4. Good command of English in both written and oral
5. Good command of computer skill
6. Good interpersonal and communication skill