Mindray
Website:
mindray.com
Company:
https://www.linkedin.com/company/mindray
Seniority: Not Applicable
Industries: Hospitals and Health Care
Job details:
Job Title -
IVD Clinical Support / Application Specialist (CSA)
Department - IVD – Applications / Technical Support
Location - Mumbai / Pune
Reporting To - Regional Service Manager
Job Purpose
The IVD Clinical Support / Application Specialist (CSA) is responsible for providing pre‑sales and post‑sales application support, clinical training, validations, and troubleshooting for IVD analyzers and assays. The role ensures correct product usage, customer satisfaction, and effective adoption of IVD solutions in laboratories.
Key Responsibilities
Application & Technical Support
- Provide on‑site and remote application support for IVD analyzers (Hematology, Biochemistry, Immunology, etc., as applicable).
- Perform analyzer installation support, assay validation, correlation, and verification as per protocols.
- Support customers in troubleshooting assay- and application-related issues.
- Ensure compliance with IFU, regulatory, and quality standards.
Training & Knowledge Transfer
- Conduct customer training programs for lab technicians, pathologists, and service engineers.
- Deliver internal training for service and sales teams on applications and clinical value.
- Prepare and maintain training materials, SOPs, and user guides.
Pre‑Sales & Business Support
- Support the sales team through product demos, technical presentations, and clinical discussions.
- Assist in product evaluations, tenders, and field trials.
- Provide clinical input for tenders, product comparisons, and validations.
Field & Customer Engagement
- Ensure high customer satisfaction through timely and accurate resolution of application concerns.
- Act as a technical interface between customers, service, sales, and factory teams.
- Participate in key account support, reference site development, and customer escalations.
Documentation & Reporting
- Maintain detailed application visit reports, validation records, and training documentation.
- Provide regular feedback on product performance, field issues, and improvement opportunities.
- Support post‑market surveillance activities as required.
Qualifications & Experience
Education
- Bachelor’s or Master’s degree in Medical Laboratory Technology (MLT), Pathology, Biotechnology, Life Sciences, or equivalent.
Experience
- 2–6 years of experience in IVD application support, clinical labs, or diagnostic companies.
- Hands-on experience with IVD analyzers and assays is mandatory.
- Exposure to customer training, validations, and field support preferred.
Key Skills & Competencies
- Strong clinical and application knowledge in IVD
- Excellent presentation, communication, and training skills
- Ability to handle customer escalations professionally
- Willingness to travel extensively as per business needs
- Good documentation and reporting skills
Key Performance Indicators (KPIs)
- Application issue resolution TAT
- Training effectiveness & customer feedback
- Successful product evaluations and validations
- Support quality for sales and service teams
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