Job Description

We are seeking an experienced and customer-focused Application Representative to provide first-level application support for clinical diagnostic instruments. This role involves onsite and remote support, presales collaboration, and active participation in implementation projects—ensuring alignment with global standards and an exceptional customer experience.

Key Responsibilities

Provide first-level application support (onsite and remote) for installed diagnostic platforms.

Deliver user training for new customers and support onboarding of internal staff.

Participate in planning and execution of implementation projects in collaboration with Business Managers and Service Supervisors.

Maintain detailed and timely documentation within CRM systems.

Escalate unresolved issues to second-level support, ensuring complete and accurate case details.

Support customers in quality control processes, validation procedures, and platform optimization.

Lead initiatives to improve customer experience and platform usage.

Monitor and promote proper usage of consumables and ensure free-of-charge items align with expected metrics.

Provide presales support in collaboration with commercial teams when needed.

Contribute to cross-functional team efforts and agile initiatives within the affiliate.

Requirements

University degree in Healthcare, Life Sciences, or related field.

2+ years of experience providing service or application support in the healthcare or diagnostics industry.

Strong customer service orientation with excellent interpersonal skills.

Ability to work independently and under moderate supervision.

Availability to travel regularly, both locally and internationally.

Willingness to work flexible hours, including after-hours if needed.

Proficiency in CRM systems and adherence to corporate compliance standards.

Key Competencies

Strong problem-solving and organizational skills

Team player with a collaborative mindset

High ethical standards and accountability

Strong communication abilities across levels

Customer-centric mindset with urgency and initiative

Adaptability to dynamic environments and cross-functional teams