Field Application Specialist - Permanent - Massachusetts
Your technical expertise meets customer care-join us as a Field Application Specialist.
Proclinical is seeking a Field Application Specialist to join a dynamic team covering the Northeast region of the United States. This field-based position involves extensive travel and requires a proactive approach to customer support, technical troubleshooting, and solution delivery.
Primary Responsibilities:
The successful candidate will provide essential support for diagnostic instruments and test systems, ensuring customer satisfaction and seamless implementation. You will manage a territory that includes Massachusetts, New Hampshire, Maine, Vermont, Connecticut, and upstate New York, with most of the travel concentrated in and around Boston, MA.
Skills & Requirements:
- Strong technical aptitude with experience in laboratory instrumentation and software.
- Excellent communication and interpersonal skills to build and maintain customer relationships.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficiency in using CRM systems for documentation and tracking.
- Willingness to travel extensively and adapt to changing schedules.
- Problem-solving skills with a focus on delivering customer-centric solutions.
- Experience in training and coaching end-users is highly desirable.
The Field Application Specialist's responsibilities will be:
- Provide post-installation support to ensure user adoption, consistent performance, and customer satisfaction.
- Collaborate with Account Managers to plan and execute new customer installations.
- Track and update progress across key milestones, including training, validation, system integration, and go-live readiness.
- Install and configure laboratory analyzers, software, and reagent systems at customer sites.
- Support customers in completing validation and verification activities.
- Assist users in interpreting test results and provide guidance on system functionality.
- Conduct periodic customer visits to review system performance and address any issues proactively.
- Document all field activities in the CRM system, including service cases, work orders, and regulatory reporting.
- Maintain accurate customer information in CRM, including contact details and instrument status.
- Deliver comprehensive training to end-users on instruments, applications, and assays.
- Coach customers to become self-sufficient in operating and maintaining their systems.
- Partner with Technical Support and Field Service teams to troubleshoot reagent, software, or instrument issues.
- Identify and escalate product concerns, customer feedback, and potential improvements.
- Manage time, territory, and customer accounts effectively, ensuring thorough documentation of activities.
- Promote exceptional customer experiences while supporting broader commercial objectives.
- Travel extensively (up to 80%), often on short notice, to meet customer needs.
- Manage company assets and expenses responsibly within established guidelines.
- Perform additional duties as assigned.
If you are having difficulty in applying or if you have any questions, please contact Miles Tobin at m.tobin@proclinical.com
If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.
Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.
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