- Conduct hands-on training sessions and onboarding for end-users in pathology laboratories, focusing on equipment operation, assay workflows, and troubleshooting.
- Provide pre- and post-installation support on instruments used for molecular diagnostics, haematology, and serology testing.
- Liaise with the sales and service teams to ensure smooth implementation and user adoption of new systems.
- With the support of the National product manager, customize training materials to meet client needs, ensuring alignment with clinical best practices and regulatory requirements.
- Conduct performance evaluations and gather user feedback to optimize usage and improve satisfaction.
- Deliver ongoing application support through remote and on-site visits, ensuring consistent quality assurance.
- Partner with product managers and engineers to feed field insights into future enhancements.
- Professionally assist customers and maintain customer satisfaction at all times
- At all times ensure customer satisfaction and customer retention
- Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management.
- Provide on-site training to customers.
- At all times be prepared to work beyond working hours and travel in order to provide application support to customers
- Educate the sales team on the technical aspects of the product
- Linked at the hip to the sales team throughout the entire sales process
- Training and continuous training for customers, staff, new staff, and technical staff on the workings of the equipment.
- Remain current on industry trends, market activities, and competitors.
- Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies, attending industry-related, company-approved seminars
- Maintain current appropriate industry certifications
- Know the competition and how we are positioned in order to best exploit our unique selling points
Other:
- Comply with all reasonable requests by management
- Record daily attendance
Qualifications:
- National Diploma/Degree in Medical Technology or related Clinical fields.
- Technical knowledge in area of Pathology, with knowledge in serology, haematology and microbiology being an advantage
- Strong understanding of molecular diagnostics, haematology analyzers, and serology workflows.
- Ability to translate technical knowledge into accessible, hands-on learning experiences.
- Comfortable working in clinical environments and maintaining compliance with laboratory standards.
Experience:
- Minimum 2 years’ laboratory testing experience or proven track record as a Field Service Engineer working on laboratory equipment within the abovementioned clinical areas.
Key Competencies
- Exceptional communication and interpersonal skills — both technical and empathetic.
- Skilled in troubleshooting and method validation.
- Adaptable teaching style to meet diverse learning needs.
- Strong organizational skills and ability to manage multiple site trainings.
- Customer-first mindset with a passion for healthcare innovation.
Behavioral Characteristics:
- Honesty
- Accountability
- Reliability
- Punctuality
- Presentable
- Professional
- Attention to detail
- Team player
- Accuracy
- Ability to work well under pressure / frequent interruptions
- Willingness to take responsibility.
- Contributes to team effort by accomplishing related results as needed.
- Self-motivated individual
- Ability to communicate effectively both orally and in writing
Travel
- Willingness to travel across client locations to deliver training and support (approximately 30–50% of time).
Desired Skills:
- Applications
- Engineering
- Equipment Operation
- Haematology
- Laboratory Analysis
- Medical
- Pathology