Clinical Applications Specialist

Diagnostica Stago

6d•Hybrid

About The Position

The Clinical Applications Specialist will support customers through method verification and correlation studies, site readiness assessments, installation coordination, validation planning, and customer implementation meetings. They will perform lot conversions and reagent changeovers, deliver on-site and remote operator training, and promote the adoption of digital training tools. The role requires subject-matter expertise in hemostasis testing, including workflow design, reflex logic, QC approach, and best-practice utilization of Stago assays. The specialist will provide application support for Stago systems, diagnose and resolve issues, and ensure timely response and resolution of customer concerns. They will also provide guidance on regulatory compliance (CAP/CLIA/IQCP), monitor industry guideline changes, and communicate updates to customers. Additionally, the role involves partnering with stakeholders to implement LIS interfaces, support rule performance, and promote digital tools for accreditation and data integrity. The specialist will monitor reagent consumption and QC performance, proactively visit customers to ensure alignment with best practices, and support sales business reviews and pre-sale activities. They will capture customer feedback to inform product development and foster strong customer relationships. Collaboration with internal teams and maintaining CRM data are essential. The role aims to drive high customer satisfaction, foster teamwork, furnish leads to the Sales Team, and complete special projects as assigned.

Requirements

Bachelor's degree in related field from four-year college or university or equivalent required.
MT(ASCP) Certification or equivalent strongly preferred.
Minimum of 3 years experience as a medical technologist with coag exposure; prefer experience with Stago products or 3 years in an IVD applications specialist role.
Current driver's license is mandatory.
Strong understanding of QC/Westgard rules, CLSI validation protocols, IQCP, and regulatory requirements.
Familiar with the Microsoft Windows Office Suite Applications, especially Excel.

Nice To Haves

Passport preferred.
Experience with Stago products.
More than 80% travel based on territory and company needs, including overnight stays and air travel, sometimes on short notice.

Responsibilities

Support customers through method verification and correlation studies (precision, accuracy, reportable range) per CLSI standards.
Participate in site readiness assessments, installation coordination, validation planning, and customer implementation meetings.
Perform lot conversions and reagent changeovers per contract commitments, both on-site and remote, leveraging middleware accreditation tools wherever possible.
Deliver on-site, supplemental operator training for users at all competency levels (super users, bench techs, supervisors).
Promote adoption of Stago’s digital training tools to scale learning post-go-live.
Deliver on-site or remote product trainings or learning opportunities such as Lunch & Learns independently or in collaboration with cross-functional teams.
Provide subject-matter expertise on hemostasis testing, including workflow design, reflex logic, QC approach, and best-practice utilization of Stago assays.
Support customers in understanding assay principles, performance characteristics, and practical interpretation considerations.
Guide laboratories on aligning their workflows with industry standards and Stago best practices while respecting each institution’s established medical governance and clinical decision authority.
Apply data-driven insights from reagent utilization, QC trends, and error codes to make suggestions for customers to improve their performance or workflow.
Provide on-site and remote application support for Stago systems, diagnosing and resolving issues efficiently to minimize downtime or testing disruptions.
Prioritize service requests, manage workload effectively, and ensure that customer concerns are addressed promptly and thoroughly.
Provide ongoing updates and consistent communication with customers and manager until full resolution of their issues.
Escalate all open or reoccurring issues in a timely manner for prompt resolution.
Provide supportive guidance to customers on CAP/CLIA/IQCP documentation and compliance practices.
Continuously monitor changes in industry guidelines and proactively incorporate these into training, verification templates, and customer guidance.
Communicate relevant compliance updates to customers in a clear, actionable way.
Provide customers only the most current CLSI-based SOPs as developed by the organization.
Follow all internal SOPs.
Partner with internal and customer stakeholders to implement LIS interfaces, flags, and auto-verification rules.
Support rule performance and minimize TAT, reruns, and manual interventions.
Actively use and promote Stago digital tools and middleware solutions for accreditation, automation, and data integrity.
Monitor reagent consumption, QC performance, maintenance patterns, and service interactions collaboratively with your Customer Care Team to proactively identify improvement opportunities and prevent issues before they escalate.
Proactively visit customers to ensure they are operating in alignment with Stago best practices, following proper workflows, and using products according to Stago requirements.
Support sales business reviews as requested to support a comprehensive overview of the business and actionable plans to enhance customer utilization and satisfaction.
Support Sales and Marketing in pre-sale demos, workshops, and reference site visits, ensuring technical alignment and clinical credibility.
Capture nuanced customer feedback (workflow challenges, assay needs, vial size preferences) to inform future product design and launches.
Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout all interactions.
Work closely with internal teams, including field service, sales, the hotline, and product management, to share insights and improve service strategies.
Maintain CRM data so it is current, contacts should be reviewed each time you go into the account.
Drive high level customer satisfaction through the successful completion of customer-facing duties and responsibilities.
Foster teamwork by supporting all necessary Stago departments in the goal of improving internal cooperation and customer satisfaction.
Furnish leads to the Sales Team based upon technical calls and interactions with existing client base to expand current testing menu or upgrade instruments.
Special projects/tasks as assigned by Manager or Director.