Application Specialist - Asia Pacific
Elekta · Singapore
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We continually look for motivated and skilled individuals who are interested in supporting our customers – healthcare professionals who use our products to help patients and their communities.
We currently have the following opportunity available - please contact us for more details!
The Position is responsible for conducting Clinical Application training in Asia Pacific to ensure both internal and external customers receive first class training and service support on Elekta Comprehensive Solutions (working both on customer-site and remotely). They will maximize customer adoption to drive Customer Satisfaction and Net Promoter Score.
The position will drive continuous process improvement projects, collaborating with key stakeholders. They will also act as a technical expert for the team, offering support to other team members.
Responsibilities -
The job holder will be responsible for the following scope for Linac, Software and any Elekta products.
Training & Education
- Provide market-leading, tailored training to customers and colleagues.
- Accurately assess advanced customer training needs to shape training sessions, setting goals, length of training, delegates, co-ordinating schedules
- Maintaining administration and ensuring appropriate documentation for education credits following written procedures
- Provide professional assistance and support to Marketing/Sales, R&D and any Elekta colleagues.
- Ensure that customer requests are handled in a timely and professional manner in accordance with contractual obligations.
- Provide Clinical Workflow planning and reviews.
- Supports the installed base both on-site and remotely.
- Provides back up to the centralized support team as required.
- Maintains up to date knowledge of current and past Elekta comprehensive Solutions
- Provides pre- and post-sales support as well as provide product demonstrations, workflow analysis, and best practice recommendations to the client base.
Driving Customer Lifecycle Growth & Satisfaction
- Support customer lifecycle solution analysis by conducting customer reviews and identifying potential product solutions sales leads.
- Manages customer evaluation and assessments to monitor trends in student performance and satisfaction.
- Collaborates with Marketing/Sales activities at exhibitions, conferences, and seminars, when required.
- Maintain long-term positive relationships with customers acting upon customer feedback to drive NPS and Customer Satisfaction.
- Contribute to Service delivery to ensure that customer expectations are exceeded.
- Collaborates with internal stakeholders to deliver a first-class customer experience addressing and promptly solving any customer complaints / queries.
- Provide excellent Clinical support via phone/email or onsite visit, maximizing customer adoption to drive Customer Satisfaction and Net Promoter Score.
- Drive continuous process improvement projects.
- Proactively identifies and implements new ways to improve efficiencies and quality amongst the team.
- Drives initiatives which enhance customer satisfaction / experience.
Other Duties
- Submit timely and accurate onsite reports, expense reports, and other administration as assigned.
- Maintain all company-leased equipment, including company computer, parts, and tools.
- Perform other related duties as assigned or requested.
- Assist Elekta sales staff and distributors with technical advice for existing and future sites.
- Incorporate & communicates Elekta Values into all department functions and responsibilities.
- Adhere, implement & support all Elekta directives, policies, and procedures.
- Uphold Elekta’s values and all policies and procedures by maintaining appropriate controls to assure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of our organization.
Relevant Knowledge, skills and competEncies -
- Tertiary Qualifications in Radiation Therapy / related discipline(s).
- Minimum 3 years Elekta experience preferred
- Ability to manage own workload, be highly motivated, dynamic, have good leadership skills & be a good problem solver.
- Familiarity/proficiency with the following: Outlook, Word, Excel, PowerPoint, Video conferencing, and Salesforce
- Familiarity with curriculum development process and adult educational methodologies
- Working knowledge/understanding of all Elekta’s Comprehensive Oncology Solutions products and proficiency in assigned product specialties.
- Strong verbal and written communication skills
- Strong presentation skills (ability to communicate effectively to a group)
- Ability to effectively interact with customers (virtually and face-to-face)
- Demonstrated experience communicating with individuals at all levels of the organization.
- Must be able to travel up to 50% of the time.