Application Specialist

OBJECTIVE/ PURPOSE OF THE JOB:

To provide field support to end-users using our surgical devices and products, assisting field service engineers and the Senior Application Specialist with installation and troubleshooting, supporting end-user training, and delivering clinical and technical support during surgery under guidance to ensure product performance and customer satisfaction.

• Acts as a first-level customer/supplier interface clinically, under the guidance of the Sales Lead or Senior Application Specialist.
• Resolves routine, Tier 1 customer/supplier issues within prescribed guidelines to ensure satisfaction.
• Ensures proper transfer of information between clients and suppliers.
• Takes action on basic customer-related issues within guidelines and escalates complex issues to the Senior Application Specialist or unit manager for resolution.
• Provides on-call application support to end-users for assigned instruments.

• Promotes and updates customers on company products on a regular basis and attends to their concerns and issues.
• Conducts product demonstrations to customers as assigned.
• Supports Continuous Medical Education sessions, training and workshops for end-users in coordination with the supplier.
• Participates in relevant trade shows as assigned.

• Maintains up-to-date knowledge of company instruments and software through required certifications and training to sustain professional competence.
• Contributes to evaluating product features and benefits and shares input for review by the direct manager and Business Unit Manager.

• Supports preparation of the clinical support plan to help ensure proper market coverage.
• Assists in reviewing and maintaining departmental inventory.
• Supports timely invoicing, deliveries and installation of demo-related products at customer sites.
• Keeps the manager informed of upcoming projects, opportunities and support needs within own scope.
• Provides backup support for routine sales and product delivery activities as directed by the manager.

• Collects and shares customer feedback with the manager to support service improvement.
• Gathers market and product usage information to support the wider team.
• Monitors market trends, new products and demand to help tailor product support to customers.
• Plans daily, weekly and monthly activities in line with agreed goals.

• Flags improvement opportunities and customer needs to the manager.
• Supports quick troubleshooting of technical issues and shares observations for product promotion planning.