Field Application Specialist

As a Customer Support professional, you will be responsible for resolving complex customer inquiries and technical issues effectively. You will monitor customer feedback and complaints and regularly engage with the R&D and customer support teams in Singapore and the U.S. to address customer technical queries. Collaboration with the sales and marketing teams will be key in meeting customer needs and enhancing product offerings. Additionally, you will assist sales teams by providing alternative product options against competitors. In terms of documentation and training, you will maintain technical documentation such as user manuals, troubleshooting guides, and FAQs. Developing and conducting training programs for customers, distributors, and internal staff will also be part of your responsibilities. It is essential to stay updated on the latest advancements in molecular research and related technologies by reading market research news, reports, research papers, and articles. You will work closely with the sales team to deliver technical expertise in pre-sales and post-sales activities to drive revenue growth. This includes understanding customer needs, customizing demos and troubleshooting, and sharing insights on new features, industry trends, and competitive advantages. Post-sales activities will involve supporting customers, providing product training, and conducting competitive analysis to effectively position products in the market. Furthermore, you will provide input for the development of new products or product improvements based on customer feedback and industry trends. Managing new product development activities in coordination with various departments and external stakeholders will be crucial. You will serve as a technical spokesperson in external forums and discussions to promote the Molecular & life sciences industry and expand the network of Key Opinion Leaders (KOLs). Reporting and analytics play a significant role in your responsibilities, as you will prepare and present regular reports on technical support metrics and performance. Utilizing data-driven insights, you will identify areas for improvement and optimization. Additionally, conducting product demos and trials on-site for customer applications will be part of your role. A degree in Life Science, Biotechnology, Biology, Microbiology, or a related field is desirable, along with at least 2 years of relevant work experience. This is a full-time, permanent position with benefits including Provident Fund. The work location is in person.,