Field Service and Applications Specialist

POSITION SUMMARY: · Provide on-site installation of systems, maintenance, troubleshooting and training to ensure a smooth and rapid start-up for customers. · Provide support to the customer during the evaluation and validation process · Monitor sites and provide trainings (system, software, reagents and connectivity) as and when required.   ESSENTIAL JOB RESPONSIBILITIES: · Record information related to installations, training, customer support and follow-up in SFDC as well as market intelligence data and reporting to the country programme manager · Develop and maintain excellent relationships with customers, ensuring a high level of customer satisfaction through proactive attitude and actions to optimize system performance · Conduct proactively preventive maintenance and modifications, reactive repairs and installations and de-installations, in a timely, productive, and cost-effective way · Interpret customers’ needs and take responsibility for problem resolution amongst other functions liaising with the customer on administrative and technical matters · Manage all aspects of field support, which is not limited to system hardware and software, PCs, and networking · Work closely with internal stakeholders to address customer concerns, determine corrective action and customer follow-up · Spares management including stock levels     MINIMUM REQUIREMENTS: · Diploma Engineering or Biology, Bachelor’s Degree with experience in Molecular Biology an advantage · Experience working with various KOL’s within Zimbabwe is desirable · Local language knowledge such as Shona and Ndebele desirable · Results driven and self-motivated with a demonstrated ability to achieve measurable goals · Knowledge of diagnostic market · Experience working in Africa is an advantage · Expertise with generating commercial leads · Experience with customer base within territory a plus · Strengths in networking and relationship development · Strong oral and written communications skills · Integrates with the sales team in planning and executing business growth strategy · Networks with the scientific community to grow the business     Other: This role will involve frequent travel for business and as such you must be able to travel accordingly.