Nova Biomedical is hiring a European Clinical Support Specialist to be based in Turkey. This is a multi-tasking position involving all aspects of Nova clinical products (meters & blood gas systems) technical support, applications, and training working both with Turkish clinical product distributor & sub-dealers, Turkish end-user customers and limited EU Dealer /Subsidiary support as required. This position is intended to provide high level applications and technical service support for pre-sales and post-sales processes, such as blood-gas evaluations and implementations and meter pre-sale analytical studies, and post-sale implementations. Additionally, this position will with directly with Turkish Clinical Products distributor and sub-dealers as well as directly with customers. Other responsibilities include:

• Provides Technical and Applications Support, remotely and on site as needed to our Clinical Products Distributor in Turkey and records all support activities via Nova’s CRM system.
• Develops strong knowledge of Nova clinical products and how they can be leveraged by the customer to meet their clinical testing needs.
• Understands the customers POC testing objectives and challenges.
• Performs Onsite application activities include correlation to alternative reference methods, precision studies, bench-top interference studies, linearity studies and any further application- or performance study.
• Review, prepare data outputs, and present performance data obtained during the above onsite applications activities to prospective and current customers.
• Performs or Assists with Dealer and customers product trainings in Turkey as needed.
• Support Turkish Distributors and Sub distributors Sales and Marketing Teams during the introduction of new clinical products. Support Sales and Marketing with tender questionnaires.
• Manages a “Critical Account Management Program” call with Local Distributor to ensure customer issues are followed through and addressed.
• Reviews and assesses critical customers’ progress and offers recommendations based upon observations, feedback, and best practices. Escalates as necessary.
• Proactively handles customer challenges during visits and timely escalation of product issues that require escalation.
• Spends significant time Onsite at Assigned Accounts to ensure satisfaction with the Product and Nova remain high.
• Works with Local Distributor to prioritize Software upgrades and product updates as needed.
• Responsible for complaint escalation and resolution through the appropriate channels in Europe and/or US Technical Support and Quality
• Reviews all pertinent information such as Customer Information Bulletins and Technical Information Bulletins with the local Distributor and Sub Distributors as appropriate.

Qualifications:

• Diagnostics industry Experience related to technical product support is ideal for this position
• Clinical laboratory knowledge and/or POCT experience is a plus for this position.
• Fluent in English with strong oral and written skills plus good Microsoft programs skills is required.
• Direct experience with Bedside Glucose Meters, Blood Gas systems and/or clinical chemistry systems is a plus.
• Ability to travel approximately up to 80%, country-wide in Turkey, and possibly within Europe for training.

Skills and Competencies:

• Successful candidate must be a Positive Person, Coachable and Self-motivated, able to work independently with very good organizational skills, and a strong work ethic.
• A strong Customer Focus – willing to go the extra mile to achieve high levels of customer satisfaction.
• Possess the ability to perform data analysis in support of clinical applications requirements.
• Strong troubleshooting skills, analytical thinking, capable of handling stressful situations and possessing excellent customer-facing presentation skills.
• Requires excellent written and verbal communication, teaching and interpersonal skills.
• The ability to multi-task, remain flexible and adapt to changing priorities is a must.
• Must be a strong collaborator with good project management skills.

Education/Experience:

• Associate or bachelor’s degree (or local equivalent) is preferred- in a medical/scientific discipline or relevant work experience in a comparable role.
• Laboratory degree and/or biomed degree preferred.
• A minimum of 5 years of clinical diagnostics or related biotech experience (hospital, lab, &/or clinical diagnostics company)
• A minimum of 3 years’ experience in technical support or a product specialist role would be a plus.
• Field Support experience is ideal.

At Nova Biomedical, we practice our core values of mutual respect, honesty, and integrity throughout the company. With a strong sense of family in the workplace, we are proud that one third of all our employees have been with us for over 10 years.