Technical Support Specialist (m / f / d)
HygienaJhelum, Punjab, Pakistan21 days ago
Job descriptionWorking independently or with Sales Representatives, the TSS calls on customer labs to provide pre and post sales technical support on the enterprise portfolio. This includes performing pre-sales presentations, product demonstrations, and technical seminars for individuals and groups in response to field sales requests. The TSS is often involved in experimental design, assay design, and analysis of data. This role could require 'bench work' running assays in a customer’s lab. Visits customers during pre-defined steps of customer lifecycle (qualification, trials, etc.) Assists in executing an annual accelerated business growth plan that includes new product launches, existing customer support, new installations, new applications, upgrades, etc. of the diagnostics products Optimizes technical support resources to maintain satisfied customers base along with helping sales team initiative of driving profitable sales to meet monthly, quarterly, and annual goals while managing an annual operating budget Pulls and analyzes data to support efforts to overcome technical obstacles, gain new business and monitor competitors and trends Holds accountability for sales and distributors product knowledge in close collaboration with product management and technical service for training purposes Monitors appropriate food and beverage market segments and competitive offerings and adjust tactics and go to market strategy accordingly to gain market share. Participates with Marketing in local territory to support product development Works closely with sales, marketing, technical service, applications team and R&D to overcome obstacles Supports any ISO validation with collaborative studies if requested Follows together with lab team all customers matrices validation to increase velocity Provides guidance, coaching and training to colleagues where needed. Identifies training and staffing needs in partnership with applicable manager / supervisor Acts as a relay between customers and maintenance and service to increase reactivity Promotes maintenance and service to increase revenue and satisfaction Perform Preventive Maintenance on instrument install base. Important part of the role Participates at all local & EMEA sales meeting to engage Reports Daily / weekly activities in CRM MS 365 incl. weekly 1 to 1 with manager for traceability Holds accountability for KPIs : Number of Service contracts, number of installations, Preventive Maintenance and daily activities to measure effectiveness Conduct Product training at customer site or Hygiena® facility in Germany Main territories are Germany, Austria, Switzerland, Italy & potential Central Europe as well, but territories can change if main support are needed elsewhere. Travel within the EMEA region outside main territories is part of the role as TSS. The right candidate must be willing to do so. When not travelling, support customers and Team with troubleshooting and case management in CRM Actively supports and participates in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the Safety Manual and Injury Illness Prevention Program (IIPP). Ensures compliance with and / or follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates In Hygiena®, our working environment can change, so the right candidate must be willing to have her / his work responsibilities adjusted / changed, to fulfill the needs of our customers and Hygiena. Bachelor’s / Master’s / PhD in Life Sciences (Biology, Microbiology, Chemistry, Food Microbiology), or related field Minimum of 4 years of B2B sales or technical support experience required, including : Experience in sales or technical support in the food & beverage market, or Experience in sales and / or technical support in the health care market A combination of expert troubleshooting and interpersonal skills is key Ability to communicate persuasively in writing, on the phone, and in person Ability to work with and maintain fine scientific instrumentation Ability to conduct detailed data analysis and troubleshooting on each product platform Effective cross functional collaboration Data rational and good numeracy skills Effective use of technology IT literate – Excel, Word, Outlook, PowerPoint, and sales CRM systems Strong verbal and written communication and presentation skills. Fluent in English & German. Local language (Italian or Polish) a plus Mid-Senior level Full-time Biotechnology, Research and Medical Equipment Manufacturing
Direct message the job poster from Hygiena
Who we are :
We create innovative diagnostics for a healthier world. As representatives of the One Health approach, we are convinced that the health of humans, animals and the shared environment are interconnected. Specializing in food safety throughout the value chain, we develop, distribute, and optimize rapid molecular tests and analysis tools. Our solutions are reliable, easy to use and accurate – to make the world a safer place.
What we offer :
- Flexible working hours with various working time models
- Collegial atmosphere and flat hierarchies
- Support for personal and professional development
- Structured and comprehensive onboarding program
- Regular company events
- Company pension scheme
- Employee discounts with selected providers
- Flexible vacation planning with short communication channels
The Technical Support Specialist (TSS) is an integral member of the global sales team providing technical expertise to customers and potential customers in the field.
TSS provides world class technical support to current customers on the proper use of Hygiena food safety product lines to meet and exceed monthly, quarterly, and annual sales goals in the assigned geographic territory.
The position helps sales managers close new business by assisting with technical presentations, trials, application lab evaluations and any other technical help needed to win new opportunities.
Once won, TSS train customers, installs equipment, do scheduled preventative maintenance on equipment and supports assigned customer base with the use of all our products.
Ongoing support also includes retraining of customer staff, troubleshoot technical issues, application lab / customer project management and customer development.
We are currently 11+ colleagues in the Hygiena® Technical Support Specialist EMEA Team
Your profile :
Interested?
Please send your detailed application stating the earliest possible starting date and salary expectations to If you have any questions, please contact Susanne Thiel (Manager, HR Germany & Spain) at . For more information, visit our homepage at Hygiena.
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Technical Support Specialist • Jhelum, Punjab, Pakistan
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