Technical Applications Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Grifols Full time

Grifols is a global healthcare company that has been working to improve the health and well-being of people around the world since 1909. We are leaders in plasma-derived medicines and transfusion medicine, and we develop, produce, and market innovative medicines, solutions, and services in more than 110 countries and regions.

Technical Applications Specialist

The Technical Applications Specialist will provide technical support to customers and distributor applications teams on all assays and instruments marketed by Grifols Diagnostics Solutions (GDS). They will also provide support to customers and distributor teams on workflow, software, and equipment operation from an operator's and lab managers' perspective. The TAS will serve as the technical expert on all assays, software, and equipment from an operator's perspective and will have complete responsibility for ensuring customer satisfaction with Grifols from a technical perspective.

Responsibilities:

  • Leadership - Monitor and guide distributor teams in providing Grifols quality of applications support to end users of Grifols solutions. Provide mentoring, feedback on performance-related issues, and may be involved in the process of counseling distributor technical associates to improve performance.
  • Supervision - Responsible for daily applications support for customers he/she is responsible for through self, Grifols associates, and through distributor teams.
  • Compliance - Adhere to procedures and protocols outlined by the Grifols DxCTS organization and Grifols Diagnostic Solutions. Manage compliance with GDS Quality systems. Responsible for collaborating with Global colleagues in providing inputs on SOPs, work instructions, and forms.
  • Customer Service - Plan and participate in user meetings and key congresses as a key technical resource. Participate in customer technical review process and scheduling. Collaborate with Supply Chain, Marketing, and other functions to optimize customer order configuration and Reagent Utilization as necessary.
  • Escalation of Customer Needs - Openly communicate with other groups within GDS to assure rapid resolution of issues raised by customers; active lead in follow-up of issues brought forward by DxCTS associates, including root cause investigations.
  • Monitor assay performance and quality issues and perform trending analysis for escalation of potential quality issues to manufacturing via the Grifols escalation process.
  • Business Development - Participation in development teams and process development and improvements.
  • Reporting - Responsible for monthly reports from distributors.
  • Administrative - Maintain timely records of customer complaints and interactions in Grifols service reporting CRM system. Identify and make recommendations for improvements to products, functions, and processes.
  • TAS will support Supply Chain functions in determining correct inventory level of assay reagents supply lines.
  • TAS will conduct advanced troubleshooting in conjunction with Field Service Engineers to provide complete resolution of complaints and issues to customers and distributor technical teams.
  • TAS will provide support through self, colleagues, and distributor teams to customers as per Service Level Agreements (24/7 support at 24 hours notifications).
  • TAS will be engaged in activities pertaining to upgrades, pre-site evaluations, and unscheduled visits to instrument sites.
  • TAS will identify and make recommendations for improvements to products, functions, and processes.
  • TAS will communicate and share new information and methods with cross-functional teams as required.
  • TAS will ensure transfer of all relevant information on complaints and potential MDRs to QC.
  • TAS will complete reports as required.
  • TAS will provide performance feedback on key customer site performance, distributor support performance to National or Regional Technical Manager.
  • TAS must be accessible for contact by phone and cover rotation for weekend call where applicable.
  • TAS will be responsible for:
    Operator Training onsite or at the designated Training Center as needed. Performance will be measured on how many successful training sessions are coordinated, conducted, documented, and closed in our complaint management system
    Assay troubleshooting onsite or over the phone. Performance will be measured on how quickly the problems are resolved, documented, and closed in our complaint management system.
    Collection, analysis, and monitoring of system's performance data from customer sites on a regular basis as defined by the department. Performance will be measured based on data completion and filing on time, uploading to a shared folder or per manager's instructions.
    Regular customer visits by self, and through Grifols associates and distributor teams, and provide feedback to technical colleagues, commercial, and marketing teams on any findings or observations.
    Ensure all direct and distributor team performance are aligned with global norms and measured against global KPI's for similar activities.
  • TAS will work closely with field service associates to ensure compliance with key performance indicators, some examples of which may be:
    TAS Time per Service Request (Labor Hours)
    Internal Training and corporate training will be completed on time 98% of the time
    Assay performance metrics and other customer performance indices
    Call closure rates – as defined in individual goals & objectives each year.
    Customer satisfaction

Requirements:

  • Minimum of 5-8 years' experience in operating/supporting Immunohematology diagnostic equipment and assays in a medical or clinical laboratory environment, blood screening centre, or an equivalent facility or as an Application Specialist for Immunohematology support.
  • Demonstrated, superior expertise in supporting highly complex diagnostics solutions.
  • Excellent organizational, record-keeping, and inventory skills required.
  • Knowledge of GMP, ISO, and other certifying agency policies and regulations.
  • Good People and Process Management Skills
  • Strong knowledge of chemistry principles and chemical handling techniques
  • Proficient with Microsoft applications and familiar with computerized call handling systems.
  • Excellent analytical and troubleshooting skills.

Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic or status protected by law.

Location: APAC : Hong Kong

  • Technical Applications Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Grifols Full time

    Job Title: Technical Applications SpecialistGrifols is seeking a highly skilled Technical Applications Specialist to join our team in Hong Kong. As a Technical Applications Specialist, you will provide technical support to customers and distributor teams on all assays and instruments marketed by Grifols Diagnostics Solutions (GDS).Key...

  • Technical Applications Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Grifols Full time

    Job Title: Technical Applications SpecialistGrifols is seeking a highly skilled Technical Applications Specialist to join our team in APAC: Hong Kong. As a Technical Applications Specialist, you will provide technical support to customers and distributor applications teams on all assays and instruments marketed by Grifols Diagnostics Solutions (GDS).Key...

  • Technical Applications Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Grifols Full time

    Technical Applications SpecialistGrifols is seeking a highly skilled Technical Applications Specialist to join our team in Hong Kong. As a key member of our Diagnostic Solutions team, you will provide technical support to customers and distributor teams on all assays and instruments marketed by Grifols Diagnostics Solutions.Key Responsibilities:Provide...

  • Technical Support Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Key Responsibilities:We are seeking a highly skilled Technical Support Specialist to join our team at Hong Kong Cyberport Management. As a Technical Support Specialist, you will be responsible for providing technical support to our clients through email and phone, advising on in-depth integration instructions for our application platform, and acting as a...

  • Trading Application Support Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China BAH Partners Full time

    Job Title: Trading Application Support SpecialistOur client, a leading global hedge fund, is seeking an experienced Trading Application Support Specialist to join their team. The successful candidate will provide support for the front office trading desk, covering a diverse range of asset classes including Equities, Commodities, FX, and Fixed Income.Key...

  • Technical Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China HKG KONE Elevator (HK) Ltd Full time

    Job Summary:We are seeking a skilled Technical Specialist to join our team at HKG KONE Elevator (HK) Ltd. As a Technical Specialist, you will be responsible for providing technical support for KONE and non-KONE products, identifying technical issues under maintenance, and creating content for technical product information and training material.Key...

  • Technical Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China HKG KONE Elevator (HK) Ltd Full time

    Job SummaryWe are seeking a skilled Technical Specialist to join our team at HKG KONE Elevator (HK) Ltd. As a key member of our technical support team, you will be responsible for providing expert technical assistance for KONE and non-KONE products.Key ResponsibilitiesProvide technical support for elevator systems, including troubleshooting and...

  • Technical Support Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Gravitas Recruitment Group Full time

    {"Job Title": "Technical Support Specialist", "Overview": "Gravitas Recruitment Group is seeking an experienced Technical Support Specialist to join our client\u2019s Service Desk team. As a member of this team, you will be responsible for providing support to internal staff for basic technical issues and handling users\u2019 enquiries related to the...

  • Technical Engineer, Technical Support Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Otis College of Art and Design Full time

    About OtisAt Otis, we are a leading global industry leader in elevator and escalator manufacturing, installation, and service. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.Our TeamWe are a diverse, global team of 69,000 people strong, including engineers, digital...

  • Application Support Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China NLS Full time

    Job Title: Front Office Application SupportNLS is seeking a skilled Application Support Specialist to join our team. As a Front Office Technical Support Engineer, you will play a vital role in ensuring the smooth operation of our critical trading applications.Key Responsibilities:Provide first and second line technical support, responding to user queries and...

  • Application Support Specialist

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Newtone Consulting Full time

    Job Title: Application SupportWe are seeking a highly skilled professional to join our Global Market Sales & Research application production support team. As an Application Support Specialist, you will be responsible for providing functional and technical support for Cash Equity Sales & Research businesses, particularly vendor and Global in-house Research...

  • Application Support Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Newtone Consulting Full time

    Job Title: Application SupportWe are seeking an experienced professional to join our Global Market Sales & Research application production support team. As an Application Support Specialist, you will be responsible for providing functional and technical support for Cash Equity Sales & Research businesses, particularly vendor and Global in-house Research and...

  • Application Support Specialist

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China TEKsystems Full time

    Job SummaryWe are seeking a skilled Application Support Specialist to join our team at TEKsystems. As a key member of our support team, you will be responsible for providing functional and technical support for our in-house applications, websites, and distribution systems.Key Responsibilities:Collaborate with stakeholders, vendors, and support teams to...

  • Application Security Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Wizlynx Group Full time

    Job Title: Application Security SpecialistWizlynx Group is seeking a highly skilled Application Security Specialist to join our team of Cyber Security Experts. As a key member of our team, you will be responsible for leading and executing secure code review and penetration testing engagements, conducting advanced hands-on testing, and providing detailed...

  • Technical Support Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Otis College of Art and Design Full time

    About OtisAt Otis, we're a global industry leader in elevator and escalator manufacturing, installation, and service. With a legacy of innovation, we're committed to meeting the diverse needs of our customers and passengers in over 200 countries and territories worldwide.Job SummaryWe're seeking a skilled Technical Support Specialist to join our team. As a...

  • Field Technical Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Abbott Full time

    Job SummaryAbbott is seeking a highly skilled Field Technical Representative to join our team. As a Field Technical Representative, you will be responsible for providing technical support and sales support to customers in Hong Kong and Macau.Key ResponsibilitiesPerform Cardiac Rhythm Management product in-service to current customersAct as a product and...

  • Application Support Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Aptitude Asia Full time

    Job DescriptionAptitude Asia is seeking a skilled Application Support Specialist to join our team. As a key member of our support team, you will be responsible for providing timely and effective resolution to user inquiries and issues related to software applications.Key ResponsibilitiesIncident Management: Manage and prioritize incoming support requests or...

  • Application Platform Sales Specialist

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Red Hat Limited [Hong Kong Branch] Full time

    Job Title: Application Platform Sales SpecialistBecome a technology enthusiast and expert in a role that requires constant learning about new technologies and the ways in which they can be applied to solve enterprise challenges. The Red Hat Sales team is looking for a passionate and innovative Sales Specialist to join us in Hong Kong. In this role, you will...

  • Technical Support Specialist

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Hong Kong University of Science and Technology Full time

    Job SummaryThe Hong Kong University of Science and Technology is seeking a highly skilled Technical Support Specialist to join its team. The appointee will provide technical support to the engineering design and manufacturing needs of teaching and learning activities, academic research, and industrial collaboration projects. The successful candidate will be...

  • Technical Support Specialist

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Cyberport Management Full time

    Key Responsibilities: As a Technical Support Specialist at Hong Kong Cyberport Management, you will be responsible for providing technical assistance to clients and partners, ensuring seamless integration of our application platform. Your key duties will include: Providing technical guidance and support to clients and partners to resolve issues and optimize...