The Field Application Specialist at CELLINK is pivotal in providing technical and application support during both the pre- and post-sales process. As a Field Application Specialist, you will provide technical support and expertise to customers regarding the application and use of our products in the field. Your role involves collaborating with clients to ensure effective implementation, training, and ongoing support, ultimately driving customer satisfaction and product utilization.
Work position goals
- Serve as the technical expert throughout the commercial process, ensuring customers have the information needed to make informed decisions.
- Build and maintain trust between customers and the organization.
- Promote appropriate utilization of CELLINK products.
- Develop strong relationships with existing customers to drive recurring revenue.
- Effectively onboard customers to CELLINK products.
- Ensure high customer satisfaction through comprehensive training.
Primary Responsibilities
- Perform pre-sales duties such as hosting demos and educating prospects on our technology
- Perform post-sale support helping customers with scientific questions to achieve their research objectives
- Perform experiments for customers in a contract research setting
- Technical Support: Provide on-site and remote technical assistance to customers, addressing product-related questions and troubleshooting issues.
- Training and Education: Conduct training sessions and workshops for customers to enhance their understanding of product features and applications.
- Customer Engagement: Build and maintain strong relationships with key stakeholders within customer organizations to understand their needs and provide tailored solutions.
- Product Demonstrations: Deliver compelling product demonstrations and presentations to prospective and existing customers, showcasing the capabilities and advantages of our solutions.
- Feedback Collection: Gather and document customer feedback on product performance and application, relaying insights to the product development team for improvements.
- Market and Product Knowledge: Maintain a deep understanding of the company’s products, industry trends, and competitive landscape to effectively address customer inquiries.
- Reporting: Maintain accurate records of customer interactions, training sessions, and support activities in the CRM system. Prepare reports on customer feedback and product usage
Qualifications
- Bachelor’s degree in Life Sciences, Engineering, or a related field preferred; relevant experience may substitute for education. Secondary degree in Life Science or Engineering field strongly preferred
- Strong background in cell-based assays, particularly 3D cell culture.
- Understanding of 3D modeling principles and genetic and imaging-based analysis methods.
- Excellent technical writing skills.
- Lab experience
- Experience with 3D printing preferred
- Understanding of cell biology and analysis techniques
- 2+ years of experience in a technical support or application specialist role, preferably within a scientific, medical, or engineering environment. Prior customer facing experience preferred.
Practical conditions
- This is a field role; the expectation is up to 75% travel. You need to be located in commuting distance to work from a BICO San Diego office as required from time to time.
- Valid Driver’s license required
- Ability to lift and transport bioprinters (up to 23 kg)
- Ability to work flexible hours to accommodate customer needs.
