Internal Product Specialist

Purpose of the position

• He/She provides office-based scientific & technical support to customers in close collaboration with field-based product specialists and the customer support team with regards to Idylla tests and results, platform, and software..

• He/She ensures that complaints and inquiries from customers regarding these matters, are handled promptly and efficiently, in close collaboration with field-based Product Specialists and Key Account Managers.

• He/She acts as a liaison between the contacts in the field (e.g. product specialists, key account managers, distributors, customers, etc) and the internal teams (e.g. Product Management, Assay Development Team (R&D), etc).

Accountabilities

• Handle customer complaints and inquiries in close collaboration with field-based Product Specialists and Key Account Managers;

• Perform root cause analyses of non-conformities of assay results;

• Act as key liaison between the commercial team (product specialists and key account managers) and the Development teams on technical analyses of both new and on-market assays;

• Workshops and in-house demonstrations;

• Take part in product specialist trainings and meetings;

• Involvement in studies and scientific communications;

• Participates in training of distributors, customer support team members, sales people and end-users;

• Constantly monitors the usability of materials, efficient processes, fast response time and secures a good customer experience related to technical support;

• Keeps training material, FAQ, knowledge base and other technical support material up-to-date together with the senior internal product specialists;

• Supports the Product Management department on key projects for which in-depth technical expertise is required such as, but not limited to, post-market studies (e.g. discordant analysis), publication review, etc;

• Contributes to Post-Marketing Surveillance of the tests;

Profile requirements

• A Master degree in a relevant scientific subject (PhD preferred) or equivalent through experience and/or training;

• Extensive knowledge of molecular biology is a must;
• Expertise in oncology is preferred;
• Broad understanding of the workflow in pathology laboratories is preferred;
• Relevant professional experience in the Medical devices or Pharmaceutical industry is a plus;
• Well-developed analytical skills;
• Well-developed presentation skills;
• Excellent communication skills;
• Customer-centric mindset;
• Self-starter; thrives in a fast-paced and changing environment;
• Extensive knowledge of molecular biology;
• Applied knowledge of QMS and event management process;
• General assay and system troubleshooting knowledge;
• Applied knowledge of MS Office and Salesforce;
• Excellent verbal/written English communication skills;
• Very strong/native language understanding of one or more European languages is considered to be a great asset.

Our offering

We offer you a challenging job in an exciting environment, working for top entrepreneurs in the biotech industry. You can be part of a very dynamic, young and growing team in a highly innovative environment. You will have freedom to shape your work and shape your job. Your input is highly appreciated. Of course we offer you a fitting compensation package which includes a Flexible Income Plan.

We work hybrid which means 3 days in the office and 2 days work from home.