Santhosh William
Toronto,ON
Summary
Experienced Technical Application Specialist with 13+ years in laboratory medicine and in-vitro diagnostics. Skilled in laboratory testing, patient care, troubleshooting, and quality management. Expertise in providing technical support, delivering training, and managing people and products. Strong track record in key account management, sales, and business development. Proven leadership in driving team success, meeting KPIs, and ensuring on-time task completion. Excellent communicator, committed to contributing to growth and excellence in the healthcare sector.
Overview
16
16
years of professional experience
Work History
TECHNICAL SUPPORT SPECIALIST-SR.MANAGER
SIEMENS HEALTHINEERS
06.2011 - 07.2024
- Expertly conducted installation and training for customers across platforms including Chemistry, Immunochemistry, Hematology, Plasma Protein, and automation systems
- Led a team in Assay Validation, Calibration, Troubleshooting, and IQOQPQ documentation, enhancing quality management support for customers
- Managed and resolved high-level escalation calls from Field Application Specialist, Customer Relation manager and FSE, ensuring customer satisfaction
- Verified and confirmed reported issues, attempting to resolve them over the phone by assessing urgency and risks.
- Planned and executed over 90 interactive training sessions, seminars, and CMEs aimed at enhancing technical expertise while showcasing novel assays
- Maintained up-to-date knowledge of market innovations, ensuring competitive edge in the industry
- Personalized educational initiatives at health sciences institutes and hospitals, tailoring to specific audience needs .
- Provided technical support and maintained positive communication with FSEs, FASs, RSC, Product Specialists, and Sales teams by distributing troubleshooting guides and technical materials.
- Conducted in-depth case studies for data analysis on complex, second-level support cases, ensuring thorough follow-up and resolution
- Supplied customers with comprehensive scientific documentation, aiding in their understanding and application of products
- Identified and escalated unresolved issues to appropriate teams and coordinated necessary resources for resolution.
- Innovated by developing new assays and their integration into open channel programs
- Prioritized service excellence by monitoring NPS, KPIs, and customer feedback surveys, driving continuous improvement
- Provided live instrument demonstrations and promoted new assays to support the sales team
- Communicated with appropriate individuals to ensure corrective action was taken when needed.
- Coordinated and dispatched Field Service Engineers FSE or FAS when phone troubleshooting was insufficient.
- Regularly traveled to headquarters training center to conduct Application Training, certifying over 100 Siemens employees in 13+ years.
TECHNOLOGIST
APOLLO HOSPITALS
02.2010 - 04.2011
- Executed precision laboratory testing and instrument calibration in strict accordance with standard protocols
- Conducted advanced controlled experiments to validate hypotheses, utilizing sophisticated scientific techniques.
BIOCHEMIST
PIRAMAL HEALTHCARE
08.2008 - 01.2010
- Expertise in strategic test method and instrument selection tailored to laboratory needs
- Proficient in comprehensive method validation, ensuring analytical sensitivity, specificity, and precision
- Skilled in calibration and clinical validation, maintaining high standards of laboratory accuracy
- Advanced knowledge of Laboratory Information Systems (LIS) integration with Hospital Information Systems (HIS)
- Developed and standardized procedures manuals for laboratory and point-of-care testing personnel
- Adept at selecting referral laboratories and determining tests for external analysis
- Capable of performing and delivering reports on specialized tests with proficiency.
- Implemented quality control measures for reagents and samples, maintaining consistent experimental conditions.
- Handled over 10000 Chemistry and Immuno assay samples per day.
Education
Master of Science - Bio-Chemistry
Bharathidasan University
India01-2008
Skills
- Instrument and Assay troubleshooting
- Mentorship
- Organizational Skills
- Customer Service
- Communication
- Product Presentation
- Key account management
- Problem-Solving
- Time Management
- IVD instruments training and mentoring
- Waste Reduction
- Business Development
- Time Management
Timeline
TECHNICAL SUPPORT SPECIALIST-SR.MANAGER
SIEMENS HEALTHINEERS
06.2011 - 07.2024
TECHNOLOGIST
APOLLO HOSPITALS
02.2010 - 04.2011
BIOCHEMIST
PIRAMAL HEALTHCARE
08.2008 - 01.2010
Master of Science - Bio-Chemistry
Bharathidasan University
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