About the Role
As a clinical expert, you will be responsible for ensuring the delivery of high-quality training and support services to our customers. Your role will focus on identifying training and application service requirements based on clinical insights, managing case handling, and contributing to the development of a skilled technical team. You will also be instrumental in supporting significant projects, particularly involving new products and high-end customers.
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Responsibilities
- Utilize clinical insights to identify customer training and application service needs, manage case handling effectively, and summarize common issues along with their solutions/protocols. For escalated cases, clearly communicate information to HQ and follow up on solutions provided by HQ, ensuring feedback is timely relayed to the Customer Application Support (CAS) team.
- Analyze improvement gaps for team members, conduct training sessions, and guide them in enhancing their technical capabilities. Additionally, you will organize internal training programs to establish an expert team.
- Develop and maintain a training plan for new CAS staff to ensure they receive systematic training that prepares them to pass certification during their probation period. You will also evaluate the capability improvements of new CAS personnel.
- Provide support for major project deliveries, especially those involving new products or high-end customers.
- Assist in implementing centralized training for distributors.
Requirements
- A minimum of 5 years of experience in IVD local service, with a preference for those who have experience in Hematology, Biochemistry, Immunoassay, and hospital LIS systems.
- Experience in developing a service technology system is preferred.
- Excellent communication skills to facilitate smooth interactions with engineers and other stakeholders.
- Customer-oriented with strong interpersonal skills, logical thinking, and good communication abilities.
- Familiarity with LIS connections.
- Basic clinical knowledge in IVD is required.
- Teaching experience is necessary.
