Sathish Murugesan

Application specialist Responsibilities:

Sales support

• Clinical Application Specialist is the knowledge expert on the clinical application of the product / solution / service.

• Supports Account Managers by providing clinical decision support for products and solutions, including sales presentations, product demonstrations. Support and advise the sales force during customer acquisition.

• Actively participate with sales team in coordinating and executing clinical evaluations, product demonstrations and presentations

• Educating sales team on emerging clinical issues and positioning solutions to address these market changes. Keep up to date with new developments in the clinical application and operating field of the relevant equipment

• Support new products launches

Customer Training

• Train customers in applying the best possible clinical procedures and protocols to achieve optimal usage of the equipment delivered

• Train hospital staff in case of new releases, upgrade and / or versions (changes) in the operating procedures of the equipment

• Set up application training schedules in close cooperation with the customer. Provide required applications report on completion of all application visits

• Ensure that all customers are provided with high quality training and attention so that each customer is fully satisfied with the attention received from Leica

• Ensure that all clinical applications training with both new and existing customers, complies with the company's quality policy

Customer Satisfaction & Feedback

• Conduct regular visits to customers to obtain direct feedback from them about the quality of the training delivery and the customer satisfaction

• Always report to on difficulties in optimal usage of the equipment

• Be aware and to manage the safety standards required by the company, including, health and safety regulations. In the event of hazards or accidents, to take immediate control of the situation and involve the safety advisor from the Regional office.

• Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely

• Followed up with customers during and after installations to verify satisfaction.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Met with customers to discuss service needs and offer available solutions.
• Contributed to development, implementation and execution of maintenance programs.
• Monitored equipment, tools and system upgrades to compile data into detailed reports for upper management.
• Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.

· Install equipment at customer’s locations, including equipment with new features, unload components, inspect for damage, assemble, align and test.

· Analyse applicability, accuracy and adherence to design specifications.

· Evaluate and diagnose problems and make appropriate repairs.

· Expediently escalate issues to supporting resources when necessary.

· Work with co-workers, customer & field support in isolating and solving problems.

· Maintain and optimize equipment daily to enhance functionality and prevent problems.

· Train customers in use and routine maintenance of equipment.

· Answer customer questions and assist customers in a professional manner.

· Act as a resource for users on routine malfunctions.

· Advise users of appropriate actions to correct malfunctions and may recommend changes in user procedures.

· Perform administrative and coordination duties, including pass-downs, work orders, field service reports, system problem reports, and monthly reports. Prepare written technical reports on an independent basis.

• Documented problems and corrective actions to maintain records.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
• Engaged prospects and customers through trade shows, seminars and workshops.
• Defined clear targets and objectives and communicated to other team members.
• Supervised site investigations, reported issues and escalated those that required further assistance.
• Established team priorities, maintained schedules and monitored performance.

• Visited customer locations to assess equipment functioning and develop repair plans.
• Participated in client consultations and product capability demonstrations to support sales efforts.
• Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
• Escalated and re-produced problem to internal development sources to reach solution.
• Tested and checked performance of hardware and software programs.

Doing demonstration to the doctor
 Installing the New Equipments in hospital
 Giving Application and user training to the doctor
 Giving the Technical and Application training to the Bio medical
engineer
 Meeting the Doctor and Updating new products
 Doing Preventive Maintenance and Field Technical safety check
 Maintaining the Installation Data base
 Maintaining user list data base and updating the new data.
 Supervising Dealer works and service issues

Do the daily checklist which includes visual inspection of all
equipments and also to make sure that no physical damage
happened
 To report to the bio medical engineer in case any breakdown is
encountered during the daily checklist rounds
 To followup the service engineers of respective company
regarding the PMS dates
 To followup with the service engineers of respective company
regarding any breakdown calls which have to be attended to.
 To ensure proper filing of the installation report, service report,
purchase orders and other essential documents
 To keep updating the senior manager regarding different
pending issues
 To prepare the daily report which includes the activities done by
each individual in department apart from attending breakdown
calls
 To update the breakdown report everyday into account the
breakdown calls of that particular day and also updating the
downtime for other pending calls
 To feedback from nursing staff and to inform the biomedical