4 days ago

Application Support Specialist

Quotient

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Application Support Specialist

THE FUTURE, MADE POSSIBLE Qu otient is a commercial - stage diagnostics company committed to increasing efficiencies and improving patient care through the provision of innovative tests within established markets. With an initial focus on blood grouping and donor disease screening (transfusion diagnostics), Quotient is developing MosaiQ™, its next generation automation platform to address the comprehensive needs of the global transfusion diagnostics market. Once approved for sale, MosaiQ will be the first fully automated solution for blood grouping, quickly and comprehensively characterizing both donor and patient blood, improving patient outcomes and eliminating the need for expensive and time - consuming manual testing. MosaiQ will also undertake all mandated serological disease screening tests required for donor blood. Quotient has over 30 years of experience developing, manufacturing and commercializing transfusion diagnostic products. The company's operations are based in Switzerland, Scotland a nd the US. We are now recruiting for our next: Application Support Specialist (Immunohematology - Disease Screening) The Application Support Specialist will achieve and maintain the highest level of customer satisfaction. He/She will ensure the 1 st Level support to customers, conducts MosaiQ™ system on site commissioning, operational qualification and cust omer training. The role will cover the following responsibilities : ? Help cross functional team to investigate difficult questions or complaints provided by 2nd Level (3rd Level activity) . ? Work on customer site to initiate investigation on blood samples (retesting in the cus t omer environment ). ? Help internal cross functional team to conduct investigation on reagents/microarrays lots sent back from customers for retesting/confirmation. ? Document rationale behind complaint resolution or analysis and register in the Complaint Manag ement history file. ? Troubleshoot performance issues to determine cause and possible solutions. ? Evaluate customer technical complaint to determine if the case could be classified as a potentially reportable event (PRE). Work together with RA to document au thority communication such as description of Field Safety Corrective Action (Initial, Follow - up or Final Report) or Incident Report . ? Participate to the MosaiQ™ system on site installation, commissioning and IQOQ. ? Conduct on - site customer training on instru mentation, software or reagent products and/or applications ? Participate to the creation of communication to customers in the scope of applicable Field Safety Correction Actions (FSCAs) or Field Safety Notices (FSNs) in a timely and professional manner. ? As sist the Technical Support Organization in formulating strategy and customer satisfaction programs ? Bachelor's Degree in Medical Technology or Clinical Laboratory Sciences. ? Minimum of 3 years' work experience as a laboratory supervisor or lab technician in Immunohematology and disease screening in a blood bank environment or donor center. ? Deep blood transfusion diagnostics industry/market knowledge. ? Experience with and/or certified in regulatory environments such as CLIA, HIPAA, Safe - Harbor, GMP. THE FUTURE, MADE POSSIBLE ? Effective customer consultative skills which includes, exceptional customer engagement, a posit ive attitude, helpful customer interaction, and maintenance of ongoing customer relationships. ? Exceptional analytical approach to problem solving and troubleshooting. ? Customer focused; sense of urgency and adaptive to change. ? Very strong verbal, written and presentation communication skills. ? Dynamic, self - motivated and driven; independent and proactive. ? Fluent in English, German is an asset . ? Ability to travel up to 60% of time, national and internationally .

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