LIMS Application Specialist (Field Based)

THIS JOB HAS NOW EXPIRED.

The job holder is expected to act as an authoritative reference on the technical aspects of Technidata TD-Synergy products. You are expected to maintain a high level of knowledge across the TD-Synergy product range and to use that knowledge to provide the highest level of support to our TD-Synergy customers. 

In doing so the job holder will ensure customers using TD-Synergy are able to do so with maximum effectiveness and optimum performance, promoting loyalty to TD-Synergy products. 

The job holder will be expected to demonstrate considerable independence of action in line with the level of autonomy the job entails. A sensible approach to travel and unsocial hours is required.

Key responsibilities:

• Be an authoritative reference on the functional and technical aspects of all TD-Synergy products.
• Participate in activities to provide support to customers and colleagues, including telephone or modem troubleshooting as required and implement escalation procedures where appropriate. 
• Monitor functionality against specification, to report software defects to line management and to champion improvements where required. 
• Be familiar with the functionality of new revisions of software and plan and implement updates ensuring adequacy of hardware and operating systems for those modifications as required. 
• Work with customers and external contractors to ensure that system installations meet the contractual obligations in terms of functionality, performance and integration within the laboratory environment. 
• Work at all times within the company code of conduct with particular emphasis on Health & Safety, IT Security policy  and in accordance with ISO work instructions.

Major Duties

• Provide technical software application support to customers.
• Perform telephone trouble-shooting using modem and other tools as appropriate. Make decisions and take actions that result in most effective resolution of customers technical enquiries. 
• Perform telephone support and take ownership of all requests for support or information initiated through yourself to completion. 
• Record any actions in relation to support calls as documented in quality procedures and work instructions. 
• Participate in the out-of-hours 365/24/7 on-call rota. With current staff levels this is at 1 week in 6. 
• Work with the appropriate Project Manager in the implementation, training and support of new contracts. Monitor and modify the progress to agreed timetables to ensure successful completion. 
• Maintain all modules at optimum revision level and update records of system specification and revision status. 
• Display excellent communication skills with both customers and Technidata SA – Grenoble-  to identify enhancements and suggest improvements, as appropriate. 
• Provide cover and support for colleagues as appropriate - holiday cover, illness, training etc 
• Assist Support & Training Manager to identify technical training needs for customers and colleagues. Deliver appropriate training where directed. 
• Participate, as appropriate, in the preparation of Sales tender responses. 
• Inform the Support & Training Manager of situations where customer satisfaction or contractual obligations may become compromised. 
• Project a professional image at all times 
• Assist or participate in product demonstrations as required. 

Skills & Experience

• Education
• Degree or relevant professional qualification

Job Experience

Minimum 2 yrs experience in IT system support & implementation, or equivalent Lab experience.

Personal skills

• Proven skills with respect to Microsoft Office products – in particular Word, Excel, Ppoint, Access, MSProject. Knowledge of unix, linux and oracle would be useful.
• The ability to work independently but also to recognise when referral to others is appropriate.
• The ability to establish close and good working relationships with colleagues both within TD-UK and TD-SA
• To establish the same relationships and persuasive skills with 3rd party suppliers and customers alike.
• Ability to prioritise and allocate appropriate resources to resolve issues.