Field Technical Consultant - California & Pacific Northwest

DiaSorin•Stillwater, MN

2d•$70,000 - $90,000•Remote

About The Position

The Field Technical Consultant (FTC) is a field-based customer-facing role responsible for supporting the successful implementation, training, adoption, and ongoing utilization of NES testing solutions. The FTC serves as the primary technical and training resource for assigned customers, partnering closely with Account Executives (AEs) to ensure customers receive a consistent, high-quality experience from implementation through ongoing use. Each FTC will be aligned with approximately two Account Executives while also providing broader regional support for customer implementations, in-services, evaluations, troubleshooting, and ongoing education based on customer needs, geography, and business priorities. This role is critical to creating a scalable customer implementation model that allows Account Executives to remain focused on developing opportunities, managing customer relationships, and closing new business while the FTC owns the technical customer experience. The territory for this role includes California and the Pacific Northwest. The ideal candidate will live near Los Angeles.

Requirements

Bachelor's Degree required, preferred discipline: in Medical Technology, Clinical Laboratory Science, Biology, Microbiology, Biomedical Science, or a related healthcare/science.
3+ Years of relevant clinical, laboratory, diagnostics, medical device, point-of-care, or clinical applications experience preferred.
Equivalent combination of clinical laboratory, diagnostic, healthcare technology, or field applications experience may be considered.
Experience with molecular diagnostics, infectious disease testing, instrumentation, or other diagnostic technologies strongly preferred.
Strong understanding of clinical laboratory and/or point-of-care testing workflows.
Strong analytical and problem-solving skills.
Ability to troubleshoot workflow, instrument, assay, and user-related issues.
Ability to distinguish between user training issues, workflow issues, technical issues, and issues requiring escalation.
Comfortable learning new diagnostic platforms and technologies quickly.
Ability to communicate technical information clearly to both technical and non-technical audiences.

Nice To Haves

MT/MLS certification strongly preferred, particularly for candidates with meaningful laboratory experience.

Responsibilities

Coordinate and conduct customer implementations, instrument inservices, and user training.
Provide hands-on training and education to ensure customers are confident and competent in the use of NES systems and associated testing workflows.
Conduct user certification when required or applicable.
Deliver training in person or virtually based on customer preference, timing, geography, and business requirements.
Develop and maintain strong relationships with customer end users, clinical leaders, laboratory personnel, and other key stakeholders involved in implementation and ongoing use.
Ensure implementation activities are completed in a timely and organized manner.
Serve as the primary point of coordination for assigned customer inservices.
Work closely with the AE, customer, internal operations, service, and other relevant teams to ensure all implementation requirements are understood and addressed.
Confirm customer readiness prior to training and identify potential implementation barriers.
Coordinate scheduling, training requirements, equipment readiness, customer participants, and other logistical requirements necessary for a successful implementation.
Document implementation activities, customer feedback, training completion, and outstanding needs.
Conduct post-inservice and post-implementation wellness checks to assess customer adoption and identify potential issues early.
Provide refresher training and additional education when needed.
Identify opportunities to improve workflow, utilization, customer confidence, and overall satisfaction.
Partner with the AE and appropriate internal teams to address customer concerns or barriers to adoption.
Help ensure customers are receiving the full value of their NES solution after implementation.
Provide field-level technical assistance and troubleshooting related to NES instruments, assays, workflows, and user operation.
Assist customers in identifying and resolving routine technical or workflow issues.
Escalate complex issues to appropriate technical, service, quality, or other internal resources.
Help identify recurring technical or workflow issues and communicate trends to leadership and appropriate internal teams.
Serve as a knowledgeable technical resource for both customers and the commercial organization.
Support AEs during customer evaluations, workflow assessments, demonstrations, and competitive conversions when technical expertise or hands-on support is required.
Participate in side-by-side workflow evaluations and other customer-facing activities designed to demonstrate the value and ease of use of NES solutions.
Provide technical and workflow expertise during the sales process without assuming ownership of the commercial relationship.
Help AEs identify technical requirements, implementation considerations, and potential barriers to conversion.
Support key strategic opportunities where technical expertise can help advance or secure the business.
Support the launch and adoption of new assays and testing capabilities as they become available.
Provide customer training and education associated with additional menu offerings, including future offerings such as Strep and Sexual Health.
Identify opportunities within the existing customer base for additional testing capabilities or training.
Partner with AEs to support customer expansion and increased utilization of NES solutions.
Provide implementation and technical support beyond assigned AE accounts when geographic proximity, customer needs, or business priorities warrant.
Collaborate with other FTCs to provide appropriate regional coverage and maintain consistency in customer training and implementation practices.
Adjust field activity and priorities based on customer demand, implementation volume, strategic opportunities, and regional business needs.
Capture customer feedback related to workflow, training, implementation, product functionality, and overall customer experience.
Identify recurring customer questions, training gaps, workflow challenges, and opportunities for process improvement.
Communicate meaningful field insights to Sales Leadership, Marketing, Product, Service, and other relevant internal teams.
Contribute to the development and improvement of customer training materials, implementation processes, and best practices.
Share successful implementation strategies and lessons learned across the field organization.