Field Application Specialist, Chicago

Meridian Bioscience, Inc.•Chicago, IL

About The Position

The Field Support Specialist I provides formal technical training, validation assistance, and implementation support for Meridian’s molecular and UBT platforms in an assigned territory. The role answers technical questions from customers, sales personnel, and distributors and may include product demonstrations, instrument setup, software upgrades, presentations, and training or validation support for immunoassay products. The candidate must reside in the assigned territory, identified here as the Chicago metro area. Travel may be up to 80% or as required. The specialist supports customer installations and successful use of Meridian products, coordinates with internal teams and customer sites, and works with Technical Support to investigate and resolve product issues and complaints. The role also provides implementation updates, assists sales training and initiatives, gathers customer feedback for product and process improvements, and performs product evaluations and investigations. It requires regular customer communication and the ability to work independently and collaboratively in a fast-paced environment with a flexible schedule to accommodate customer needs. The position involves physical activity including walking stairs, lifting up to 40 pounds, standing or sitting for extended periods, and standing, stooping, reaching, and pushing or pulling carts. Personal protective equipment and applicable biosafety practices are required in manufacturing and laboratory settings.

Requirements

Bachelor’s degree in Medical Technology, Medical Laboratory Science, Biology, Microbiology, or a related field.
Minimum 4–5 years of experience in customer support, hands-on instrumentation use, or instrumentation support.
Must reside in the assigned territory; the posting identifies the Chicago metro area.
Ability to read, understand, and follow company Standard Operating Procedures and guidelines.
Ability to understand customer needs, empathize with customers, respond urgently to customer issues, and escalate issues internally for resolution.
Understanding of good scientific principles.
Strong problem-solving and troubleshooting skills.
Excellent interpersonal, organizational, written, and oral communication skills.
Ability to work independently and collaboratively with peers and cross-functional colleagues.
Self-starter able to prioritize and manage multiple tasks, meet strict deadlines, and perform under pressure in a fast-paced environment.
Computer proficiency, including Microsoft Word and Excel.
Ability to maintain regular attendance and punctuality.
Ability to work a flexible schedule, including starting early or staying late based on customer schedules.
Ability to travel up to 80%, or as required.
Ability to walk up and down several flights of stairs, lift 40 pounds, and stand, stoop, reach, and push or pull carts during the work shift.
Ability to stand or sit for long periods and to analyze and interpret data, concentrate, and routinely problem-solve.
Must wear personal protective equipment and follow applicable biosafety practices in manufacturing and laboratory settings.

Nice To Haves

MT (ASCP) or MLS (ASCP) certification is strongly preferred.
Clinical laboratory or diagnostic industry experience is a plus.

Responsibilities

Deliver product training to customers on equipment use and monitor instrument installations and product use to support proper performance and customer satisfaction.
Coordinate system installations with the Field Support Manager, Field Sales, Marketing, and customer sites.
Assist with technical product training for internal sales personnel and distributors, and follow up on training feedback.
Provide post-training support and follow-up to help end users go live with Meridian assays.
Conduct site wellness checks, discuss Meridian products, and follow up with customers by phone and in writing.
Answer product and instrument technical questions and assist customers with interpreting test results.
Report information about customer complaints and inquiries to the internal Technical Support team and coordinate to resolve customer and application problems.
Provide weekly reports on the status of new-user implementation.
Assist regional sales managers with new sales representative training and other sales initiatives.
Send replacement components, instruments, and validation or evaluation samples to customers.
Share relevant customer and product information with appropriate personnel, including sales representatives and product managers.
Assist with product and process improvements and relay feedback from customers and sales representatives to appropriate personnel.
Evaluate new and existing products and provide feedback to product managers or other appropriate personnel.
Perform product investigations and comparisons as needed.
Recommend and assist with revisions to package inserts, product labels, promotional materials, and SOPs.
Perform instrumentation software upgrades and complete required documentation.
Perform other duties as assigned.