Field Application Specialist, Chicago

Meridian Bioscience•Chicago, IL

18h

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 geographical region. The role answers technical questions about products and instruments from customers, the sales force, and domestic and international distributors. Additional duties may include customer-lab product demonstrations, instrument setup and software upgrades, presentations to hospitals or laboratories, and training and validation support for immunoassay product lines. The candidate must reside in the Chicago metro area and assigned territory. Travel may be up to 80%, or as required.

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, identified as the Chicago metro area.
Ability to read, understand, and follow company SOPs and guidelines.
Ability to empathize with customers, understand their needs, respond urgently to issues, and escalate them internally as appropriate.
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 in cross-functional teams.
Self-starter able to prioritize and handle multiple tasks, meet strict deadlines, and perform under pressure in a fast-paced environment.
Computer proficiency, including MS 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 travel up to 80%, or as required.
Ability to walk up and down several flights of stairs during the workday.
Ability 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 and in laboratories.
Ability to stand, stoop, reach, and push and pull carts during the work shift.
Ability to stand or sit for long periods during the work shift.
Ability to analyze and interpret data, concentrate, and routinely problem-solve.

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, monitor instrument installations and product use, support proper performance, and maintain customer relationships.
Coordinate system installations with the Field Support Manager, Field Sales, Marketing, and customer sites.
Assist with technical product training for internal sales teams and distributors, and follow up on training feedback.
Provide post-training support to help end users begin using Meridian assays.
Conduct site wellness checks to assess customer satisfaction and discuss Meridian products.
Answer technical questions about products and instruments, assist customers with interpreting test results, and explain results to reach agreement.
Report information needed for customer complaints and inquiries to the internal Technical Support team to support timely investigation and resolution.
Resolve application and product problems promptly in coordination with internal Technical Support.
Report weekly on the status of new user implementations.
Assist regional sales managers with new sales representative training and other sales initiatives.
Follow up with customers by phone and in writing to ensure customer satisfaction.
Send replacement components, instruments, and validation or evaluation samples to customers.
Share relevant customer or product information with appropriate personnel, including sales representatives and product managers.
Assist with product and process improvements and relay feedback gathered 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.