Oxford Immunotec, Inc.

  • Technical Service Specialist

    Job Location US-MA-Norwood | US-TN-Memphis
    Posted Date 2 weeks ago(2 weeks ago)
    ID
    2018-1945
    # of Openings
    1
    Department
    Marketing
  • Overview

    Serve as subject matter expert on Oxford Immunotec’s products and services, as well as provide top notch technical support to our customers.  There is also a strong focus on providing pre and post-sale support to our sales team members in their on-going efforts to drive the business.  Targeted customers include clinical, reference, and hospital laboratories.


    This subject matter expert will begin their training at our Oxford facility lab to optimize our next generation T-SPOT product. Upon the completion of this task, the candidate will then transition into a field technical role in early 2019.

    Responsibilities


    • Perform customer training on all applicable Oxford Immunotec’s product lines, as well as provide advance support to customers when needed.

    • Assist in creating documents, such as user training guides (internal use and for customers), implementation plans, and standard operating procedures (SOPs).

    • Perform laboratory site survey and workflow analysis – assess lab layout, equipment setup, workstation, etc..

    • Support customers with evaluations, validations, and proficiency or competency testing.

    • Proactively provide outstanding customer service with all existing customers on a routine basis.

    • Work with Client Support, QA/QC, and other related departments in documenting and resolving customer complaints and perform troubleshooting via phone/email and or on-site, as well as respond to inquiries in timely manner (per SOP).

    • Maintain the highest degree of knowledge on all newly launched company and competitive products through training and self-education.

    • Partner with Territory Managers and or Regional Sales Directors in the sales process where technical services is needed to promote pre and post-sales

    • Support pre-implementation meetings on new accounts, which may include site visits and presentations.

    • Provide relevant customer feedback to Technical Services and Marketing team.

    • Attend Tradeshows (working in the booth) as a technical product champion, as well as attend customer events (SPOTLIGHT), sales meetings, etc..

    • Travel to Oxford Immunotec’s reference laboratories in MA and TN for continued product training and collaboration with laboratory, as well as support staff as needed.

    • Follow all company safety policies & other safety precautions within work area.

    • Maintain weekly administrative duties, such as logging in activities in Salesforce, travel expenses on Concur, or technical follow up Zendesk, etc.. 

    • Regular attendance and timeliness is essential.

    Qualifications

    REQUIRED QUALIFICATIONS:



    • BS in Microbiology or Medical Technology or related field.

    • 5+ years laboratory experience working in regulated (AABB, CAP, CLIA) environment, either as a medical technologist or as an application specialist for a medical diagnostic company.

    • Knowledge in Good Laboratory Practice and Good Documentation Practice.

    • Travel up to 70% within the US.

    • OSHA and Blood Born Pathogen proficient.


     PREFERRED QUALIFICATIONS:



    • MT/MLS, MLT, ASCP or SBB licensed.

    • Have worked at Oxford Immunotec for at least a year concentrated on T-SPOT product line.

    • Previous technical support, training, and product demonstration experience, especially in CAP or CLIA laboratories.

    • Ability to work as an independent contributor, but also work as a member of a team.

    • Experience in laboratory licensing requirements, CAP & CLIA certification.

    • Have implemented or validated new tests and equipment into a clinical laboratory.

    • Experience running and or validating multiple diagnostic test methods, such as ELISPOT, PCR, ELISA, Antibody Capture EIA, Western Blot, etc..

    • Excellent verbal, presentation, and written communication skills.

    • Experience in writing documents, such as user manuals, training guides, implementation plans, SOPs, etc..

    • Proficient in Microsoft Office: Word, Excel, PowerPoint, Outlook.

    • Familiar with CRM software (preferably Salesforce.com), ETQ, Concur, Reptrax, Zendesk, etc.


     PHYSICAL DEMANDS:


    The physical demands described within the Position Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to be independently mobile.  The employee is also required to interact with a computer, and communicate with peers and co-workers.

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