Job Description

• 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

• Comply with all reasonable requests by management
• Record daily attendance

• 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.

• Minimum 2 years' laboratory testing experience or proven track record as a Field Service Engineer working on laboratory equipment within the abovementioned clinical areas.

• 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.

• 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

• Willingness to travel across client locations to deliver training and support (approximately 30-50% of time).