February 2025- BUHLMANN Diagnostics Corp, Job Description:
Title: Technical Sales Support (TSS)
Who we are:
• BÜHLMANN Laboratory AG has been discovering, developing & manufacturing innovative chemistry and immunological in-vitro diagnostic (IVD) and research use only (RUO) assays for almost 50 years (circa 1976). As the United States affiliate, BUHLMANN Diagnostics Corp (BDC) is committed to providing exceptional sales, support, and technical services to our North American clinical, discovery and basic science research laboratory customers.
TSS Functional Roles:
• The initial focus is to provide virtual and onsite customer support of BÜHLMANN assays to include but not limited to; technical, installation, validation and/or training. The primary focus of TSS position is to provide technical sales support and services for BÜHLMANN assays to our customers throughout the US.
• Location in United States; preferably New England or near major transportation hub.
• Position may require up to 50% travel, mostly in the US. Possibly 2x/year to Switzerland
• Full time, salaried position, with 401k, health and dental insurance, and 20 days PTO.
Objectives of the Job:
A) Sales Support: Primary focus of TSS position is to provide technical sales support and services for BÜHLMANN assays to our customers throughout the US.
The sales role requires the candidate to become a customer expert. BUHLMANN is searching for a gregarious, caring and interested individual, with an acute ability to listen to and realize the customers’ analytic and pre-analytical laboratory needs; and if appropriate, to follow up with a product solution. Candidates must endeavor to achieve and maintain a high level of competency and professionalism in knowledge and positioning of BUHLMANN products and services. Further sales functions:
o Supporting current customers and the development of new customers.
o Receiving and managing customer inquiries, leads and technical complaints.
o Preparing and delivering effective product presentations & training.
o Updating customer communication records in CRM database.
o Striving to achieve annual sales objectives.
B) Technical Support: The focus is to provide virtual and customer site technical, installation, validation and/or training support of BÜHLMANN assays, many of which require open channel implementation.
The technical role requires the person to become a BÜHLMANN product expert. We seek a candidate with several robust years of professional [clinical chemistry] lab experience, strong analytical assay proficiency and an innate ability to trouble shoot and problem solve. Strong communication skills, with empathy for the clinical laboratory environment are essential for the position.
o Serve as BUHLMANN liaison and expert within the field and to customers on all consultative, logistical, and technical install and validation matters pertaining to the Lab’s implementation of BUHLMANN assays, many of which require open channel implementation.
o Utilize independent judgment and discretion in analysis of customer needs and problem-solving issues that arise during customer installations.
o Act as liaison with manufacturing technical support group. The ability to understand & communicate assay dynamics and to empathize with the laboratory environment is essential.
o Capability to listen for customer complaints and serve as an escalation point for customer complaints and inquiries.
o Receive and manage all customer technical inquiries and technical complaints, to ensure high customer satisfaction.
o Responsible for documentation of complaint management according to the appropriate BDC SOP.
o Project management responsibilities for new site installations.
Qualifications:
• Minimum bachelor’s degree in STEM field required; clinical or laboratory sciences preferred.
• Professional experience in the clinical or research laboratory is required; experience with clinical chemistry analyzers and other immunoassays is preferred.
• Medical Laboratory Scientist/ Medical Technologist (ASCP) Certification of great benefit and preferred.
• Diagnostic assay proficiency is necessary; need a lab problem solver, with keen ability to support installs, and at any time evaluate and troubleshoot analytical testing.
• Sales experience would be of benefit, but not necessary.
• Must respect and adhere to the quality system and comply with relevant SOPs.
• Proficiency in standard Microsoft Office (Excel, Word, Outlook, PP), CRM experience preferred.
Personal Skills & Capabilities:
• Innate social ability to respect and engage in professional discussions. An individual who is driven but can stop to listen; is independent but also inclusive and a respectful team player with a hands-on mentality to think outside the box and contribute.
• Ability to work and communicate well in a small but growing business to customers throughout North America and affiliates throughout the world.
• Must be a strong listener and efficient communicator over the telephone, VOIP, email and in person.
• Willingness and ability to work independently as well as support the entire team in the office.
• Diligent work ethic and an innate aptitude to listen to customers, empathize with their needs and provide exemplary customer service in support of the business.
Work & Travel Requirements:
• This position could require up to 50% travel, mostly in the US.
• Valid US Passport required; TSA and or Global Entry is recommended (self-funded)
• Organized and self-motivated individual, with ability to work independently with little daily oversight.
Organizational structure:
• Reports to Sales Director
Interested?
• If you are interested in working with a small but growing team & diagnostic company, constantly learning, and being challenged, on a daily basis, please contact sales[at]buhlmannlabs.com to submit your resume or CV.
• BUHLMANN is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
