Location(s): United States; Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island; New England
About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry. GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Role Summary: Responsible for providing the formal technical and clinical support during the sales process. Responsibilities may include providing the required pre-sale product demonstrations (or clinical trial support) as well as post-sale installation, training and/or customer service activities to support sales objectives for their geography. Responsibilities also include ongoing post-sale customer support including on site clinical in-servicing and go-live support.
Essential Responsibilities: • Provide technical and clinical leadership during sales process by demonstrating full range of product features including potential uses, product capabilities and benefits to customers as needed. • Develop, coordinate and deliver product training to customers on software, application and/or equipment use, monitor customer installations within assigned territory/region to improve customer satisfaction and maintain customer relationships. • Improve customer satisfaction and socket retention through continuing education on optimization of equipment utilization by customer. • Produce well-written post-training reports and provide regular feedback on customer satisfaction and needs. • Facilitate team communication and the sharing of best practices. • Assist with the assimilation of new hires into the organization. Act as a mentor to field team, providing clinical, technical and professional guidance as necessary to improve the customer experience. • Communicate with Sales and Application Leaders to align applications activities with sales needs and business objectives. • Communicate with local Applications Specialists and Account Managers to ensure all customer and business needs are met. • Energize team and maintain adherence of field processes • Work with Sales Specialists to meet/exceed territory sales targets. Conduct sales support related activities such as technical seminars, instrument demonstrations, and sample projects (Proof of Principle) within the respective territory. • Develop and maintain relationships with key customers. Manager customer expectations while providing a high level of customer support during pre- and post-sales support activities. Communicate with customers to help them understand methodologies, applications and how to use the product(s) properly.
Marketing Support & Product Management Support: • Translate customer requirements into product or marketing deliverables & development programs • Support regional sales and marketing teams with sales promotion activities; • Support trade shows and professional conferences by performing product demonstration and promotion as well as customer training. • Contribute to improving our e-presence by formulating product information to be used on GELS and distributor web pages • Monitor market and competitor activity, use this knowledge to inform Product managers of opportunities/risks. • Act as a mentor and provide support to Product Managers & field teams; provide guidance on subjects such as product use to improve customer experience • With product manager input, as appropriate, organize the design, preparation and centralized archiving of training materials to be used in product training for internal and external stakeholders
Quality Specific Goals: Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position. Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Insure timely dispatch closure. Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
Qualifications/Requirements: • Bachelors degree and a minimum of 3 years related experience in cell biology, molecular biology, biochemistry, bioengineering or related field. • Experience in the field of High Content Analysis and Microscopy, with high proficiency on Imaging Analysis software • Excellent customer engagement skills • Strong time management & organizational skills • Demonstrated strong interpersonal and communication skills (ability to effectively communicate, verbally and in writing, to external customers, global counterparts and to team members in other functional organizations) • Strong presentation skills (public speaking and presentation experience desired). • Willingness to travel extensively within your specified geographic region with occasional overnight stays and weekend travel depending on geography and business needs (estimated 50% overnight)
Desired Characteristics: • Masters degree in Life Science or Bioengineering related curriculum • Laboratory experience (3+ years) using Microscopy, Cellular Imaging Tools and High Content Analysis tools • One or more years of experience in sales or support role • Teaching or training experiences including design & delivery of basic and advanced concepts • Solid problem solving skills (ability to manage and resolve conflict, communicate issues and propose solutions to both internal team members and external customers). • Proven professional business acumen (experience interfacing with both internal team members and external customers as a part of a solution-based sales process). • Self-motivated, willingness to take the initiative to identify opportunities for improvement and take actions to improve. • Willingness to be flexible/adapt to changing work environments.
Locations: United States; Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island; New England
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