We create innovative diagnostics for a healthier world. As representatives of the One Health approach, we are convinced that the health of humans, animals and the shared environment are interconnected. Specializing in food safety throughout the value chain, we develop, distribute, and optimize rapid molecular tests and analysis tools. Our solutions are reliable, easy to use and accurate – to make the world a safer place.

What we offer:

Flexible working hours with various working time models
Collegial atmosphere and flat hierarchies
Support for personal and professional development
Structured and comprehensive onboarding program
Regular company events
Company pension scheme
Employee discounts with selected providers
Flexible vacation planning with short communication channels

The Technical Support Specialist (TSS) is an integral member of the global sales team providing technical expertise to customers and potential customers in the field.

TSS provides world class technical support to current customers on the proper use of Hygiena food safety product lines to meet and exceed monthly, quarterly, and annual sales goals in the assigned geographic territory.

The position helps sales managers close new business by assisting with technical presentations, trials, application lab evaluations and any other technical help needed to win new opportunities.

Once won, TSS train customers, installs equipment, do scheduled preventative maintenance on equipment and supports assigned customer base with the use of all our products.

Ongoing support also includes retraining of customer staff, troubleshoot technical issues, application lab/customer project management and customer development.

We are currently 11+ colleagues in the Hygiena® Technical Support Specialist EMEA Team.

Working independently or with Sales Representatives, the TSS calls on customer labs to provide pre and post sales technical support on the enterprise portfolio. This includes performing pre-sales presentations, product demonstrations, and technical seminars for individuals and groups in response to field sales requests.
The TSS is often involved in experimental design, assay design, and analysis of data. This role could require 'bench work' running assays in a customer’s lab.
Visits customers during pre-defined steps of customer lifecycle (qualification, trials, post sales, etc.)
Assists in executing an annual accelerated business growth plan that includes new product launches, existing customer support, new installations, new applications, upgrades, etc. of the diagnostics products.
Optimizes technical support resources to maintain satisfied customers base along with helping sales team initiative of driving profitable sales to meet monthly, quarterly, and annual goals while managing an annual operating budget.
Pulls and analyzes data to support efforts to overcome technical obstacles, gain new business and monitor competitors and trends.
Holds accountability for sales and distributors product knowledge in close collaboration with product management and technical service for training purposes.
Monitors appropriate food and beverage market segments and competitive offerings and adjust tactics and go to market strategy accordingly to gain market share. Participates with Marketing in local territory to support product development.
Works closely with sales, marketing, technical service, applications team and R&D to overcome obstacles.
Supports any ISO validation with collaborative studies if requested.
Follows together with lab team all customers matrices validation to increase velocity.
Provides guidance, coaching and training to colleagues where needed. Identifies training and staffing needs in partnership with applicable manager/supervisor.
Acts as a relay between customers and maintenance and service to increase reactivity.
Promotes maintenance and service to increase revenue and satisfaction.
Perform Preventive Maintenance on instrument install base. Important part of the role.
Participates at all local & EMEA sales meeting to engage.
Reports Daily/weekly activities in CRM MS 365 incl.weekly 1 to 1 with manager for traceability.
Holds accountability for KPIs: Number of Service contracts, number of installations, Preventive Maintenance and daily activities to measure effectiveness.
Conduct Product training at customer site or Hygiena® facility in Germany.
Main territories are Germany, Austria, Switzerland, Italy & potential Central Europe as well, but territories can change if main support are needed elsewhere.
Travel within EMEA region outside main territories, is part of the role as TSS. The right candidate must be willing to do so.
When not travelling, support customers and Team with troubleshooting and case management in CRM.
Actively supports and participates in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the SafetyManual and Injury Illness Prevention Program (IIPP).
Ensures compliance with and/or follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates.
In Hygiena®, our working environment can change, so the right candidate must be willing to have her/his work responsibilities adjusted/changed, to fulfill the needs of our customers and Hygiena.

Your profile:

Bachelor’s/Masters/PhD degree in Life Sciences (Biology, Microbiology, Chemistry, Food Microbiology), or related field.
Minimum of 4 years of B2B sales or technical support experience required that includes the following:
Experience in sales or technical support in the food & beverage market, or
Experience in sales and/or technical support in the health care market.
A combination of expert troubleshooting and interpersonal skills are the keys to success in this position.
Ability to communicate persuasively with others in writing, on the phone, and in person.
Ability and aptitude to work with and maintain fine scientific instrumentation.
Ability to conduct detailed data analysis and troubleshooting each product platform.
Effective cross-functional collaboration.
Data rational and good numeracy skills.
Effectively utilize technology.
IT literate – Excel, Word, Outlook, PowerPoint, as well as sales CRM systems.
Strong verbal (oral and written) and presentation skills required. Fluent in English & German. Local language (Italian or Polish) of the assigned territories are a plus, both written and spoken.

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