Clinical Support Lead, SEA

JOB TITLE: SEA Clinical Support Lead

Department: Commercial-SEA

Location: SEA Location

Report to: Regional Manager, SEA

Job Type: Full Time

JOB SUMMARY

The role of SEA Clinical Support Lead is responsible for team management of clinical support in SEA, to better support the career development of team members and related business development. Enhance the technical awareness and support service capabilities of TBCT products among personnel in the Southeast Asia region, including colleagues from the business team and support departments. Provide professional product training and support to customers, handle product complaints from customers within the region to better serve front-line customers and enhance the recognition of customers for TBCT technologies and products. To better carry out cross-functional cooperation, closely communicate customer information with commercial colleagues in a timely manner and grasp customer trends at the first moment. Support for TBCT's self-organized product training sessions, marketing activities and major academic conferences within the region.

• Efficient team management of SEA clinical support, development of clinical support personnel, establishment and improvement of clinical support processes, and updating and improvement of clinical and product support materials.
• Collaborate with commercial teams including sales and marketing, to provide pre-sale and after-sale customer support to enhance the sales conversion rate, the utilization rate of individual products and technologies, and promote the application of new technologies or procedures. At the same time, timely and accurately convey and share customer-related information with the commercial team in SEA.
• Efficient training and support enable customers to operate product and technology independently and troubleshooting normally. Timely address the clinical application issues and demands of customers to enhance the efficiency of product support and product application satisfaction.
• Improve the effectiveness and efficiency of product training sessions and regional marketing activities by collecting customer feedback information and ideas from the commercial team before the meeting and design the targeted training contents/agenda. And trace and follow up on customer feedback after product training and marketing activities to provide optimization suggestions for subsequent support activities.
• Assist in quality assurance in handling product quality complaints and assist customer service in compensating for disposable set complaints.
• Lead, mentor, and provide support and guidance to a team of clinical application specialists, focusing on technology selling,  customer support and team’s development.
• Act as the clinical expert, providing input on support, handling complex customer inquiries or complaints. Establishing effective and robust escalation process.
• Develop and deliver training programs for internal teams, medical professionals, and end-users to ensure they are confident and competent in using medical devices and software applications.
• Conduct customer visits, gather feedback, and ensure high satisfaction by addressing difficulties and optimizing equipment usage.

MINIMUM QUALIFICATION REQUIREMENTS

Education

• Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.
• Bachelor of Nursing, Clinical medicine, Medical laboratory science, preferred.

Experience

• More than 5 years of clinical training and support experience in the medical device industry.
• More than 3 years of experience in team personnel management.

Key competencies

Team member management and coordination skills.

Strong affinity and dedication, as well as excellent communication, coordination, cooperation skills, public speaking and training abilities.

Quick-witted logic, with strong organizational, coordination, communication skills, as well as the ability to analyze and solve problems, capable of making accurate judgments in a timely manner.

Possess proficient English listening, speaking, reading and writing skills as well as the ability to use computer office.

Other requirements

English listening, speaking, reading and writing skills preferred.

Be able to adapt to business trips of a certain frequency.