Field Applications Scientist

2 days ago

Cape Town, South Africa Thermo Fisher Scientific Full time

**Job Title**:Field Applications Scientist Human Identification - Forensics & Paternity

**Location**:South Africa based - Remote, Home-Office based with extensive traveling (approx.70%) covering East Africa countries.

Reports to EMEA FAS Manager

Works within guidelines from manager and/or team leader and guidelines and policies established on corporate level, which may be explicit in writing or implicit with corporate culture and overall goal statements.

**Main objectives and responsibilities**:
Responsible for performing support tasks e.g. telephone and in-house and on-site technical support and training on Company products, thereby contributing substantially to customer satisfaction. Support sales in the achievement of the business plan by provision, in a timely and professional manner, of pre-sales (i.e. Demonstrations, etc...) and post-sales (training, troubleshooting, etc...). Resp. for provision of internal technical support and training for sales, service & internally. Resp. of support activities in one/more regions within EMEA.
- Responsible for closing open customer inquiries and complaints, and to liaise with EMEA HID FAS experts for resolution of customer problems, to provide feedback on technical issues and their respective solutions.
- Pre-sales support activities such as preparation and delivery of demonstrations, seminars and scientific conferences.
- Establish contacts to key opinion leaders in the field and develop local references. Works closely together with product management and marketing to ensure consideration and implementations of EMEA customer needs in our product portfolio.
Provide feedback to local and European Sales & Marketing on competitive activities and technologies, market conditions, customer needs, and product opportunities. Become strong internal Voice of Customer.

**Main Tasks**:

- Post-Sales Support, in -house and on-site training, visiting customers and telephone support in designated EMEA territories. Preparation & Delivery of User Meetings. Preparation and delivery of customer trainings. Follow up support to Customers.
- Provide feedback to local and European Sales & Marketing on competitive activity, market conditions and product opportunities. He/she may be involved in supporting the development of new products and/or validation, preparing scientific technical papers.
- Liaise with EU Expert teams and/or US colleagues, if required, in resolution of customer problems. Also provide feedback on technical problems and their respective solutions to the rest of the teams. Major role in in new product testing/introduction and training other support team members on new technologies.

**Interfaces with Others**:

- Internal: Support colleagues & Manager. Sales & Service. European Marketing.
- External: Prospects and customers at all levels on a daily basis. Distributor channel.

**Required job qualifications**:

- **
Several years of experience working in a forensic lab environment or as a reporting DNA specialist/analyst.**
- Extensive technical **hands-on experience (5 years minimum) with the forensic lab workflow such as data analysis** and/or research & development.
High degree of technical competence & confidence and ability to interface with the scientific community up to the highest levels.
- Previous experience in a support / training-related position or hands-on experience with AB / Thermo Fisher Scientific HID technology is preferred.
- Willingness to travel internationally.
- Fluent English language skills
- Excellent communication & presentation skills.
- Previous experience in ISO 17025 accreditation process and implementation is a bonus.
- Work partially has to be performed in the field and the environment varies from driving conditions to visits on customer sites, in laboratories working with low hazard chemicals, automated instrumentation and computer equipment.
Capable of prioritization and to work independently. Is self-motivated and proactive. Anticipates needs and problems while effectively creating solutions.
- Ability to partner effectively as part of a team to solve problems, negotiate solutions and arrive at a consensus.
- Is customer-centric and aware of markets, trends and competitors.
- Valid driver's license.

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