JOB SUMMARY
- Applications Engineer: Remote & onsite Technical resource to support Assisted Reproductive Technology (ART) Equipment sales.
- Product Specialist: Go-to person providing comprehensive Assisted Reproductive Technology (ART) Equipment product & commercial knowledge to colleagues & customers.
KEY ACCOUNTABILITIES
Applications Engineer – ART Equipment (40%)
- Support sales team in pre-sale activities, eg site inspection, product demonstration
- Coordinate pre-installation work between customer and multiple vendors to provide hassle-free experience to customer & expedite installation.
- Perform and/or coordinate post-sale technical services at customer sites including installation & commissioning, maintenance and repair
- Provide remote and on-site troubleshooting and consultation
- Ensure Planned Preventive Maintenance (PPM) contracts are in place and PPM is performed on-schedule for each customer
- Ensure customer service logs and reports are always updated
- Maintain and calibrate tools and test equipment
- Order and manage spare parts inventory
- Develop and implement Technical policies and standard operating procedures
- Convey customer feedback on products to internal stakeholders, including identifying gaps between product functionality and market/customer demands
- Obtain market insights including customers and competitors’ activities
- Develop & maintain relationships with key stakeholders, eg. Users, BME team, IT team
- Develop & maintain relationships with manufacturer, industry contacts and vendors
- Present a professional appearance and manner at all times
- Track closely via digital recording on every equipment installed from date of installation, specs of hardware, installed softwares, AMC renewal, updates to hardware & software done, type of trouble shooting done
Product Specialist – ART Equipment (60%)
- Shared accountability & commission with Sales team to achieve Sales target
- Manage product inquiries from customers and internal stakeholders (sales team)
- Support pre-sale activities, eg product demonstrations & customer presentations
- Have a holistic understanding of customers’ business needs and user requirements in order to develop quality proposals and quotations
- Support sales and product teams to formulate strategies for customer conversion
- Develop/curate content and conduct customer presentations and training
- Develop/curate content and conduct internal training
- Establish a documented program of visits accompanying sales personnel to all potential customers in their allocated area
- Aware of competitive products and pricing in order to maximize sales opportunities
- Assist Business Unit Manager/Product Manager in coordinating communication and promotional programmes to enhance the company’s profile in ART Equipment
- Monitor and solicit customer & sales team feedback on marketing program effectiveness and take appropriate corrective action
- Develop and maintain relationships with customer stakeholders at all levels
- Keep abreast with industry, technological trends, cybersecurity threats & protection, Microsoft OS updates, etc