Laboratory Name: Neogen Corporation
DESCRIPTION: Responsible for technical support for the Diagnostic product lines by performing duties personally.
AREA OF RESPONSIBILITIES:
TECHNICAL CUSTOMER SERVICE (35% Time):
• As assigned, conduct investigations of customer complaints regarding
quality, tolerances, specifications and delivered conditions of products.
Investigation to include working with the Forensic Sales & Technical Service Manager in reviewing customer data, testing retention samples and speaking with the customer when applicable.
• Assists in advising and consulting with the Forensic Sales & Technical
Service Manager, Director of Diagnostic Sales, Senior Director of Diagnostics, Quality Control Manager and Production Manager when retentions do not meet product specifications.
• As assigned write up a complaint summary for electronic complaint form
that should include analysis of data and status/findings of complaint.
Review findings during regular Diagnostic Technical Meetings and/or provides updates to Forensic Sales & Technical Service Manager, Director of Diagnostic Sales, Senior Director of Diagnostics, Quality Control and Production Manager as necessary.
• Master the use of the in-house automated analyzers sold by the Diagnostic
sales group. Be able to create protocols, set-up assay runs, train new customers on how to set-up and use the system(s) and assist in conducting demonstrations on the instrument both in-house, at the customer’s facility and using the on-line presentation program, WebEx.
SALES & MARKETING SUPPORT (25% Time):
• Assists with writing, reviewing, updating or overseeing the production of
product inserts, technical bulletins, product information sheets, product manuals, comparison charts/graphs and other technical data sheets for the Diagnostic products. Works with Forensic Sales & Technical Service Manager, Director of Diagnostic Sales, Sales, Quality Control Manager and Senior Director of Diagnostics to ensure information is in the proper format.
• Assists with proofing of all product literature (catalogues, flyers etc.)
and labels produced by the sales and marketing department before going to print.
• Participate in marketing plans and strategies to penetrate new markets
and increase growth and profitability in current markets.
• Attends trade shows as backup for sales staff, when necessary and attend
industry conferences to learn more about the related industry and markets.
• Assists Forensic Sales & Technical Service Manager, Director of
Diagnostic Sales and sales staff when developing and conducting market analysis and research projects.
LABORATORY WORK - Product Development (25% Time):
• As assigned, conduct product comparisons by running competitive products
and/or methods and generating data that can be used as selling tools for the sales department. Consult with Forensic Sales & Technical Service Manager or Director of Diagnostic Sales for desired formats.
• Participates in shelf life studies on drug detection and life science
products.
• As assigned, conduct studies on extraction procedures for the test kits
and generate support data in order to better answer customer questions as designated by the Forensic Sales & Technical Service Manager or Director of Diagnostic Sales.
• As assigned, conduct miscellaneous product development projects, working
in conjunction with the Forensic Sales & Technical Service Manager and Manager of Research & Development.
• Lead person responsible for setting up kit and substrate evaluations for
end users; monitoring the end users progress until the evaluation is completed.
• As assigned, conduct validation work using human and/or animal samples to
support the use of the diagnostic products at the designated sensitivity/cutoff levels using both manual and automated methods. Some of these validations to include work with human biohazard samples. The Hepatitis B vaccination is a requirement for all individuals working with these sample types.
• Miscellaneous projects as assigned by the Forensic Sales & Technical
Service Manager or Director of Diagnostic Sales.
TRAINING (10% Time):
• As assigned, train new diagnostic sales employees on the history of the
products, how the products are produced and how the products work. As assigned, conduct hands on training with the new sales representatives to ensure they have a clear understanding about how the products work. Review commonly asked questions and their answers. Provide training on how to troubleshoot as well as the procedures for technical service projects.
• Be able to determine potential cross reactivity by comparing drug
chemical structures.
• Provides ongoing training for existing employees on current technologies
and products.
• Works with the R & D staff and Forensic Sales & Technical Service Manager
to organize and conduct employee training on new products, improved products or changes to existing products.
BUSINESS AND PRODUCT DEVELOPMENT (5% Time):
• Assists in evaluating the new market applications for test kits and
equipment.
• Assists in the identification, market evaluation and prioritization of
products for development, distribution or OEM to widen product line offering.
• Lead on creating and writing New Product Planning Manuals for new
diagnostic products.
EDUCATION and/or EXPERIENCE
• Four-year degree in biology, chemistry, pharmacology or immunology or 2
equivalent years of experience with ELISA diagnostics. Experience in the forensic toxicology field preferred. At least 3 years of in-house or market experience is required to hold position. Excellent decision making and troubleshooting skills; very limited assistance required from supervisor.
