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 within an assigned geographic region. The role answers product- and instrument-related technical questions from customers, the sales force, and domestic and international distributors. Other duties may include customer-lab product demonstrations, instrument setup and software upgrades, presenting topics to hospitals or laboratories, and training and validation support for immunoassay product lines. The candidate must reside in the assigned territory, specifically the Chicago metro area. The position requires frequent travel, up to 80% or as needed, and involves customer-site work and, when applicable, work on manufacturing floors or in laboratories. The specialist delivers training, supports installations and customer implementations, resolves application and product issues, communicates customer feedback and complaint information to internal teams, and contributes to product and process improvements.

Requirements

Bachelor’s degree in Medical Technology, Medical Laboratory Science, Biology, Microbiology, or a related field.
At least 4–5 years of experience in customer support, hands-on instrumentation use, or instrumentation support.
Must reside in the assigned territory; the posting specifies the Chicago metro area.
Ability to read, understand, and follow company Standard Operating Procedures (SOPs) and guidelines.
Ability to empathize with customers, understand their needs, respond urgently to resolve issues, and escalate issues internally to appropriate personnel.
Understanding of good scientific principles.
Excellent problem-solving and troubleshooting skills.
Excellent interpersonal, organizational, written, and oral communication skills.
Ability to work independently and collaboratively with peers and colleagues in cross-functional settings.
Self-starter with the ability to prioritize and handle 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 depending on customer schedules.
Ability to walk up and down several flights of stairs during the workday in a multi-location facility.
Must be able to lift 40 pounds.
Must wear personal protective equipment, including gloves and face shields or safety glasses.
Must follow applicable biosafety practices on manufacturing floors or in laboratories.
Ability to stand, stoop, reach, and push and pull carts during the work shift.
Ability to stand or sit for extended periods during the work shift.
Ability to analyze and interpret data, concentrate, and routinely solve problems.

Nice To Haves

MT (ASCP) or MLS (ASCP) certification is strongly preferred. In lieu of certification, at least six years of relevant experience in an equivalent field application specialist, clinical laboratory diagnostic specialist, or technical support specialist role may be considered.
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, customer satisfaction, and customer relationships.
Coordinate system installations with the Field Support Manager, Field Sales, Marketing, and customer sites.
Assist with product technical training for internal sales staff and distributors, and follow up on training feedback.
Provide post-training support and follow-up to help end users begin using Meridian assays.
Conduct site-visit wellness checks to assess customer satisfaction and discuss Meridian products.
Answer product- and instrument-related technical questions, assist customers in interpreting test results, and explain results to help reach agreement.
Report information needed for customer complaints and inquiries to the internal Technical Support team for timely investigation and resolution.
Resolve application and product problems promptly and completely in coordination with internal Technical Support.
Report weekly on the implementation status of new users.
Assist regional sales managers with new sales representative training and other sales initiatives.
Follow up with customers by phone and in writing to ensure satisfaction.
Send replacement components, instruments, and validation or evaluation samples to customers.
Share pertinent customer or product information with appropriate personnel, including sales representatives and product managers.
Assist with product and process improvements and relay relevant 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.
Travel up to 80%, or as required.
Follow company SOPs and guidelines and maintain regular attendance and punctuality.