Applications Support Specialist

General Position Summary

Responsible for conducting the Company’s in-field Applications Support activities for automated immunohistochemistry (IHC) instrumentation and reagents. Extensive on-site reagent evaluation and optimization. Participation in the installation process, applications troubleshooting, pre-and post-installation customer training and routine follow-up for Sakura customers and sales teams. Participates in all quality assurance procedures as required.

• As part of an installation team participate in the Installation and evaluations of immunohistochemistry (IHC) Instrumentation that are evaluated and/or sold in hospitals and commercial or research facilities
• Conduct comprehensive onsite evaluations of antibodies and probes.
• Provides on-site operator training and support.
• Responsible for addressing application, instrument and training issues in the field that can be complex in nature.
• Instruct customers in Advanced Operator Training.
• Performs all follow-up training and technical support for new and existing customers.
• Build a comprehensive understanding of new product offerings and their applications in a diagnostics immunohistopathology environment
• Participates in industry forums and product sales demonstrations.
• Quickly responds to customer inquiries and requests regarding products, questions and technical and applications problems.
• Conducts research to obtain support information if necessary. Proposes alternative solutions to customers for a variety of issues.
• Responsible for guiding complaint resolution to ensure that proper and satisfactory responses and results are provided to customers.
• Maintains a high level of customer satisfaction.
• Conducts all duties with the highest level of professionalism.
• Completes special projects as assigned.

• On a regular basis, communicates with both internal and external Company personnel and affiliated personnel providing important information regarding company products.
• Creates documentation system on spreadsheet and database software to improve department productivity and overall efficiency.
• Manages multiple priorities.

• Reviews and edits operator manual for all models of laboratory equipment sold by the Company.
• Attends and participates in group meetings, task force groups, etc., as needed.
• Plans, coordinates and prepares reports, surveys, research information and any special requests made by senior management.

• Provides specialized product training related to Immunohistopathology and continual information/guidance to other staff members.
• Participates in Sales (new hire) training of Sakura’s Immunohistoproducts. Prepares hand‑out material and formal product presentations along with practical exercises.
• Assists in the control of processes and/or procedures to assure the highest possible levels of quality.
• May provide various reports and information concerning market information, product liability issues, etc., as requested.
• Seeks constant improvement in work processes and techniques to increase department productivity.
• Maintains good communications both inside and outside of the Company.

• Bachelor’s degree preferred.
• Associates degree (A.A.) or equivalent in medical technology or related field; or equivalent combination of education and experience.
• HT or HTL (ASCP) certification required. QIHC (ASCP) certification highly desired.

• Five or more years of immunohistochemistry and histology laboratory experience or equivalent in a clinical, industrial or research environment.
• Knowledge and understanding of specialized histology such as immunohistochemistry and the company’s products and/or services.
• Demonstrates advanced knowledge and proficiency on one or more products.
• Strong customer satisfaction skills.
• Ability to write daily reports, business correspondence and sales reports according to specified timelines.
• Ability to effectively present information and respond to questions from groups of managers, customers, etc.
• Ability to get along well…