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).
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