Job Description: Haematology Product Specialist

Transcription

1 Job Description: Haematology Product Specialist Author: K. Turner Date: 03/08/2015 Version:3.0 Document Ref:SUKBMS Version:3.0 Date:02/08/2017 Classification:

2 Haematology Product Specialist Company Mission Delivering market-leading technologies and services to support healthcare Company Vision The Partner of Choice to all stakeholders Be a 45m company with 10% profit ration by 2015/16 Hold dominant market share in our core business o Haematology 66% o Coagulation 53% Company Values Open Exceptional Honest Proffesional Accountable Document Ref:SUKBMS Version:3.0 Date:02/08/2017 Classification:

3 Job Description - Key Information Title of Position: Department: Full / Part Time: Haematology and IT Product Specialist Product Full Time Hours: 37.5 per week (09:00-17:00) Supervisory Element: Management Element: Location: No No Office Based Job Summary This scientific position is designed to assist our current and expanding customer base by providing support in the form of training, installation, instrument validation and telephone assistance. Although this role is office based, a certain amount of travel is required in order to perform support to the expected standard, ultimately ensuring an effective and efficient output from this area of core business. The successful candidate will demonstrate good technical and logical problem solving capability, ability to read and understand detailed scientific and technical literature, ability to deliver presentations, perform administrative duties using their innate IT related hardware / software skills. It is essential to maintain maximum customer satisfaction by ensuring stakeholders receive excellent scientific and technical support throughout the life of their instrumentation. This position will requires good time management, attention to detail, customer focus, communication and a good grasp of information technology. Measurement of strict Key Performance Indicators (KPIs) ensure that support, installations and training courses, are delivered by efficient and dedicated product specialists.

4 The successful applicant must perform their job functions in line with the company s expectations, and act as ambassadors for the company in all aspects of their work. All staff are expected to adhere to company s quality and H & S policy at all times. Although workload is typically based around instrument sales, regulatory issues, general support issues and customer demand, the candidate must be self-motivated, creative and self-managing. Additionally the candidate must have a good eye for detail, be consistent, adaptable, friendly, enthusiastic, methodical, confident and passionate in their job with good emotional intelligence connecting both with customers and colleagues. Responsibilities Key Responsibilities Key Measures Telephone support Engage in telephone support. Respond within pre-defined time scales. Accurate and timely electronic call recording and logging. Utilise N3 remote access where appropriate abiding by rules governing its usage. Call data accuracy First Time Fix Rate Administration Ensure all quality documents are completed according to the required standard. Create and update as required documentation relating to training, installation, SOPs and regulatory issues. Update SMe / Goldmine CRM software as needed. Use reporting tools from SMe to assess team efficiency. Plan upgrade schedules Customer Training Administer and deliver customer training courses on-site. Administer and deliver customer training courses in laboratory. Administer and deliver customer bespoke training courses. Continually update training course material to reflect new practice. Maintain high customer pass rate. Develop and promote customer portal Develop, promote and maintain Customer Competency Examinations Personal Training Attend all required company training. (i.e. Induction, driving assessment etc.)

5 Attend all required technical instrumentation training. Gain understanding of CRM software. Company Policy and Procedures Regulatory Affairs Deal with regulatory issues as priority within strict timeframes. Communicate and record data as detailed in process. Conduct full investigation of incident(s). Health & Safety (H&S) Attend all required H&S training. Adhere to company and customer H&S rules and regulations. Environmental Adhere to company environmental rules and regulations. Adhere to Waste Electrical and Electronic Equipment (WEEE) Directive. General Good and effective communication with customers, peers and management. To look after and maintain any company property supplied. Maintain expenses within guidelines. Maintain high level of customer account management and organisational skills. To assist in any other tasks that requires your expertise as needed. Promote Sysmex UK as a leader in the diagnostic market. Main Skills Attention to Detail Organisational Skills Ability to Follow Process Time Management Great communication Person Specification This position requires a confident knowledgeable person with drive to achieve results in their specialist technical and administrative area of expertise. A good communicator and personable nature with good social skills this person will be able to effectively communicate, build relationships and install confidence at every customer interaction. The role involves concepts, equipment, ideas and problem solving requiring a sound depth of knowledge and expertise to visualise solutions, overcome obstacles and leave customers with a positive outcome. The person fulfilling this role should be driven, constantly learning and adapting to changes in the environment around them. A person who is continually looking to improve themselves and the working environment. The following additional personal attributes are required: Work with honesty and integrity; maintain your reputation with your colleagues and clients.

6 Support a positive team atmosphere through hard work, calmness, tolerance and consistency, Use the knowledge and experience you acquire to improve the way that you and your work colleagues work. Be positive, knowledgeable and enthusiastic in all aspects of your work. Use these attributes to influence clients and customers and all of those you work with. Behavioural Skills - The following behavioural characteristics are required to carry out the role Essential Organisational Time Management Desirable Results driven Personable Confidence Attention to detail Team Worker Articulate Qualifications Education and Training Essential Desirable Full Driving Licence BSc (Hons)degree in Biomedical Science or Similar Greater than 1 year experience in a commercial Training Qualifications Experience of Sysmex haematology instruments Experience of Laboratory IT systems environment or Agenda for Change band >=5 2 years of laboratory experience Skills, Knowledge and Aptitudes

7 Essential A good depth in haematology experience Technical and logical problem solving capability. Desirable Knowledge of Sysmex instrumentation Working knowledge of Microsoft Office Reading and understanding of scientific and technical documentation. Good communicator / negotiator Good Organisational skills Remuneration and Benefits Competitive Salary Holiday Entitlement ( Bank holidays) Bonus Pension Health Care Insurance (BUPA) Cash Plan (Health Shield) Income Protection Insurance Childcare Vouchers Educational Grant Scheme Employee Assistance Program Life Insurance *Company Car (Role specified)

8 Sysmex UK Ltd Sysmex House, Garamonde Drive. Wymbush Milton Keynes, MK8 8DF Tel: Fax:

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