1.Introduce AM assay, applications and systems to both internal and external customers. Plan and conduct customer training at customer sites or in training facilities.
2.Provide first level training and troubleshooting support to distributors and end users.
3.Acquire necessary product knowledge, training and presentation skills for efficient and effective training to customers
4.Plan and deliver customer training according to Atraining standards (agenda and training materials)
5.Support Sales and Marketing organization by providing pre-sales demonstrations of systems, assay and applications; and provide technical details and input prior, during and after sales call.
6.Support User Group Meetings, congresses and exhibitions by providing product demonstrations, presentations and additional activities as required.
7.Take ownership for reported customer inquiries and complaints (information from customer directly or from distributors) and make sure that all requests and issues are answered, followed-up and resolved in a timely manner in order to achieve maximum customer satisfaction.
8.Manage complaints, coordinate all required activities to resolve customer matters and meet expectations. Provide necessary information and data, and proper documentation of customer complaints in Call Management System (Pilgrim SmartSolve or equivalent)
9.Escalate system or assay failures to the next level of support ( and provide all relevant data describing failure conditions to facilitate quick resolution of problem and continuous improvement of product and services.
10.Build relationship with customers in South Asia and serve an active role in facilitating communication between AM Support Organisation and AM partners.
11.Ensure full compliance to Quality and Regulatory Procedures. Meet the timeline and goals for complaint registration and investigation as well as compliant closure as defined by QA and Service/ Support Management. Timely completion of training requirement in Pilgrim SmartSolve.
12.Responsible for Field Action Execution.
13.Direct report to Business Manager and dotted line report to Asia Pacific Support Manager share information, knowledge and experience with all members of the AM tsupport Organisation, contribute to building and maintenance of high expertise level,
14.Attend and actively participate conference call, webcast, team meeting and scientific conferences.
15.Elevate/ monitor the quality of front line technical service by routine evaluation to distributors
16.Share information, knowledge and experience with all members of the tsupport Organisation, contribute to building and maintenance of high expertise level,