Vidhya Vivith

· Actively provide Tier 2 level support with advanced technical advice and solutions to internal & external customers requiring assistance with assays via phone/email/remote. (inbound and outbound call handling) – Handled cases from India, Nepal, Bhutan, Srilanka, Bangladesh.

· Mentors new hires in the APAC, Australia region, by providing technical trainings.

· Acts as Global SME for virology assay and handles escalated cases from India, LATAM, APAC and China region

· Complete technical investigations / troubleshooting by reviewing the test results and statistical analysis of data to resolve the technical issues with customer complaints.

· Meticulously documenting complaints and resulting investigations in the CRM- Sfdc (salesforce)

· Interfacing with global product support and medical affairs team to escalate and resolve more complex cases.

· Provides virtual trainings to Sales team, distributors, and customer. Performs customer site visit as required.

· Shares concepts and ideas on product improvement and potential new accessories with Research and Development;

· Timely submission of monthly reoort and concur expense report.

Travel Frequency- 100% Products Handled:

· Atellica: Automated immunology and clinical chemistry modular analyser.

· Advia Cenaur XPT: Automated immunology Analyser.

Key Deliverables

· Provides on-site operator trainings to the end user (key customer)

· Provides pre and post sales support.

· Performs brand new instrument validation.

· Handles assay implementation, application troubleshooting, supported customer for validation/accreditation programs.

Travel Frequency- 30% Products Handled:

· Automated Immunology, Clinical chemistry/Biochemistry Analyser:

a. Immunology Analysers: Cobas e601, Cobas e411

b. Biochemistry Analyser: Cobas c501, Cobas c311, Cobas c111, Integra400 plus

· Molecular Diagnostics: Realtime PCR and Blood Screening solutions.

a. Cobas Ampliprep {Automatic sample (DNA/RNA) extraction system}

b. Cobas Taqman 48/96 (Realtime PCR)

c. Cobas 4800 (realtime PCR for HPV assay)

d. Assays: virology (HIV/HBV/HCV/HPV)

e. Hamilton (Automated sample pooling station)

f. Ampliprep (Automated Sample Extraction)

g. Taqman98 (Realtime PCR (RTPCR) - multiplexing)

· Tissue Diagnostics/Histology

a. Benchmark XT (automated immunohistochecmistry (IHC) analyser for advanced staining

Key Deliverables

· Provides application support over phone, email, remote and onsite/field.

· Handles reagent sales in the assigned territory through target approach to achieve the sales target.

· Provides onsite operator trainings & product demonstration by providing IQOQ (Installation Qualification & Operational Qualification) documents and so on.

· Validated refurb instruments at instrument refub center; provided

· Steered key performance indicators (KPI’s) locally to establish optimum customer satisfaction

· Acted as a SME (subject matter expert) for the Dialog (online services to the customer)

· Worked in various projects and performed testing – REXIS CTI launch, Dialog(online services to the customer) , ChatBot (which works under Artificial Intelligence and Machine learning)

· Formulated SOP (standard operating procedures) for the technical call centre support process.

· Worked on PRI/PSI (potentially reportable Incident & potentially safety issues) identification & documentation and generated MIS (management information system) reports.