Workflow Specialist
IMS Group USA
Job Descriptions:
- Independently manage and / or collaborate with the Pathology Team on workflow issues related to the Sakura AutoTEC a120 or the existing Sakura instrument portfolio, providing support both on-site and remotely.
- Conduct training sessions on consumable usage and instrumentation, ensuring customers are equipped to effectively use the products
- Provide prompt telephone and on-site support to address workflow and technical concerns, troubleshoot issues, and resolve product-related problems for customers.
- Lead customer demonstrations, evaluations, training sessions, and implementation projects in collaboration with the field service team, ensuring customer success.
- Develop and propose innovative solutions to meet customer needs, ensuring maximum satisfaction while driving results for both the company and the customer.
- Collaborate with the Pathology Team to effectively collect workflow data for analysis and presentation.
- Assist in the launch and support of new products, providing technical assistance, training, and product integration for customers.
- Collaborate with the field service team and service management to address escalated instrument issues, ensuring rapid resolution and customer satisfaction.
- Maintain accurate records of technical support activities in AX for customer integration and updates.
- Process and track customer complaints in AX, assisting with supplier product complaints as necessary, ensuring all concerns are resolved in a timely manner.
- Medical Laboratory Technologist (MLT designation) required, or Bachelor of Science (BSc) degree preferred in a relevant science field with a minimum of 10 years experience in a diagnostic pathology laboratory, is required.
- Previous experience as a manager, in a technical support role, particularly within the Anatomical Pathology / Histology sectors, is preferred.
- Hands-on experience with specimen grossing, diagnostic instruments, immunohistochemistry, digital pathology and optimizing workflow is an asset.
- Strong understanding of change management, technical troubleshooting, Histology laboratory workflow, Lean / Kaizen principles, and in person training / education.
- Solid knowledge of diagnostic products and laboratory instrumentation (Histology focus).
- Strong interpersonal and communication skills, with the ability to collaborate effectively with customers, sales teams, and internal departments.
- Advanced critical thinking skills and a strong bias for action with the ability to work independently, while also collaborating among a team.
- Ability to travel within Canada and occasionally internationally, as required.
- Exceptional organizational and documentation skills with diligence
Vacancy posted 22 hours ago
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