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We create innovative diagnostics for a healthier world. As representatives of the One Health approach, we are convinced that the health of humans, animals and the common environment are interconnected. Specializing in food safety throughout the value chain, we develop, distribute, and improve rapid molecular tests and analysis tools. Our solutions are reliable, easy to use and correct – to make the world a safer place.
The Technical Support Specialist (TSS) is a member of the TSS Team and is an integral member of the global sales team providing technical expertise to customers and potential customers in the field.
The TSS Team leverages and utilizes all available resources to provide world-class technical support to current customers on the proper use of both Hygiena food safety and animal health diagnostics product lines to meet and exceed monthly, quarterly, and annual sales goals in the assigned geographic territory. The position helps sales managers close new business by assisting with technical presentations, trials, application lab evaluations and any other technical help needed to win new opportunities.
Once won, the TSS Team trains customers, installs equipment, performs light scheduled preventative maintenance on equipment and supports the assigned customer base with the use of all our products.
Ongoing support also includes retraining of customer staff, troubleshooting technical issues, application lab/customer project management, and customer development.
Description of Essential Job Functions
* Working independently or with Sales Representatives & the TSS Team.
* Main focus will be the Hygiena ATP Monitoring product range and will be supporting our customers and sales team on e.g:
* Flexibility to operate between a customer service/admin role and a technical support role.
* Acting as Technical Support Specialist to facilitate Key Projects on the Hygiena Environmental Product range across the EMEA region.
* Performing pre-sales presentations, product demonstrations, and technical seminars for individuals and groups in response to field sales requests.
* Travel is expected to be up to 30% to visit supported accounts and new opportunities.
* Optimizing technical support resources to maintain a satisfied customer base while helping the sales team drive profitable sales to meet monthly, quarterly, and annual goals while managing an annual operating budget.
* Pulling and analyzing data to support efforts to overcome technical obstacles, gain new business, and monitor competitors and trends.
* Providing training to colleagues where needed.
* Acting as a relay between customers and maintenance and service to increase reactivity.
* Working daily with technical service to define the best way to support.
* Promoting maintenance and service to increase revenue and satisfaction.
* Reporting daily activities in CRM including weekly 1-to-1 with manager for traceability.
* Holding accountability for KPIs: daily activities to measure effectiveness.
* Ensuring compliance with and/or following all organizational systems, programs, training, policies, and procedures as required and complying with relevant legal mandates.
* Utilizing and updating the CRM MS 365 platform daily to manage the assigned territory.
Knowledge
* Bachelor’s/Masters/PhD degree in Life Sciences (Biology, Microbiology, Chemistry, Food Microbiology), or related field.
* Minimum of 2 years of B2B sales or technical support experience required that includes the following:
* Experience in sales in the food & beverage market, or
* Experience in sales and/or marketing in the healthcare market.
* A combination of expert troubleshooting and interpersonal skills are the keys to success in this position.
* Ability to communicate persuasively with others in writing, on the phone, and in person.
* Ability and aptitude to work with and maintain fine scientific instrumentation.
* Ability to conduct detailed data analysis and troubleshooting of each product platform.
* Effective cross-functional collaboration.
* Data rational and good numeracy skills.
* Effectively utilize technology.
* IT literate – Excel, Word, Outlook, PowerPoint, Visio as well as sales CRM systems.
* Strong PowerPoint skills with the ability to synthesize large amounts of data into key points in a clear concise presentation.
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