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Field Customer Support Specialist - Northeast Job Locations US-Remote Company Meridian Bioscience, Inc. Department Sales

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1 About Meridian Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems. Job Summary The Technical Support Specialist is primarily responsible for the formal technical training, validation assistance and implementation support of Meridian's molecular and UBT platforms within the assigned geographical region. Responsibilities also include answering product and instrument related technical questions from customers, the sales force, and domestic and international distributors as needed. Additional duties may include conducting product demonstrations at customer labs, instrument set up and software upgrades, preparing and presenting topics to hospitals or laboratories, and training and validation support for immunoassay product lines as needed. Key Duties Tasks/Duties/Responsibilities: Deliver product training to customers on equipment use, monitor customer installations of instruments and product use to ensure proper performance, improve customer satisfaction and maintain customer relationships. Coordinate system installation with Field Support Manager, Field Sales, Marketing, and customer sites. Assist in product technical training for internal sales and distributors and follow up with training feedback. Provide post training support and follow-up to assist end users in going live with Meridian assays. Site visit wellness checks to ensure customer satisfaction and to discuss Meridian products. Answering product and instrument related technical questions, assisting customers in the interpretation of test results, explain test result to customers to reach agreement. Report information required for customer Complaints and Inquiries to internal Technical Support team to ensure timely investigation and resolution of all complaints. Solve application/product problems promptly and completely from end users in coordination with internal Technical Support. Weekly reporting on new user implementation status. Assist region sales managers with new sales rep training and other sales initiatives. Follow-up with the customers via phone calls and in writing to ensure customer satisfaction. Send replacement components, instruments and validation/evaluation samples to customers. Inform appropriate person(s), sales representatives, product managers, etc. as needed of pertinent information relating to customer and/or product. Assist in product/process improvements as necessary. Relay information regarding product or process improvements gathered from customers and sales representatives to appropriate personnel as needed. Evaluate new and existing products as necessary and provide feedback to product manager or other appropriate personnel as needed. Perform product investigations and comparisons as needed. Make recommendations for, and assist in, revising package inserts, product labels, promotional materials, and SOPs. Perform software upgrades on instrumentation and complete all necessary documentation. Other duties as assigned. Ability to walk up and down several flights of stairs throughout the work day in a multi-location facility. Must be able to