Field Technical Service

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Provide specialized professional service support to customers, distributors, and sales employees on a variety of complex issues. Proficient within assigned projects utilizing appropriate methods, practices and concepts. Choose methods within broadly defined processes and tools to produce the desired results. Typically handles inquiries of moderate scope and complexity. The position has a direct impact on the direct work group/team, providing direction and advice to co-workers.

Has general knowledge and understanding of the organization. Develops networks within the company and the customer base.

Essential Duties & Responsibilities:

(Additional duties may be assigned depending on experience)

• Initiates actions to lead projects, beginning to link project steps to business strategies. Projects are usually short term or long term with specific results expected, and occasionally broadly defined results. Ensures project objectives and deadlines are met. Presents project recommendations to appropriate personnel that demonstrate sound planning in support of business needs and goals.
• Handles non-routine and difficult inquiries. Adapts differing techniques and methods to develop solutions for a variety of complex issues. Applies analytical skills for analysis and interpretation of trends or data generated by company reporting systems, statistical results, or other information collection systems. Most complex problem solving may include the use of extensive experience, individual reasoning, and research which may deviate from standard techniques and practices.
• Chooses methods within broadly defined processes and tools to produce the desired results. Provides input to management that may impact how financial resources are generated or spent. Conducts work independently.
• Leads or coaches employees during a project or trains/mentors new employees within functional discipline. Begins to determine priorities, assign responsibilities, or implement timetables for work group or teams to ensure success.
• Has a direct impact on the team/work group, providing direction, advice, or focus, as needed. Decisions may impact the operational effectiveness of multiple work groups or teams.
• Work tasks are likely to encompass concepts within multiple disciplines/practices which may include more than one department/location. Working tasks might include:
  • Business / Professional Contributions. Provides specialized professional service support to customers, distributors, and sales employees on a variety of moderately complex issues related to new and existing products. Converts technical product features to meaningful user defined benefits. Co-travels with sales reps and provides technical information that supports and enhances the sales presentation. Participates in sales and/or marketing meetings and conference calls, as requested. Supports usage of products in the context of sales support efforts. Provides input for Health Economic analysis, Studies, and technical evaluations.
  • Interactions. Identifies, develops, engages, and maintains relationships with Key Opinion Leaders (KOLs), professional associations, regulatory agencies, customers, and/or universities. Establishes relationships to act as a local advocate for products and solutions for key stakeholders such as Key Opinion Leaders (KOLs), professional associations, regulatory agencies, customers, and/or universities. Partners with marketing colleagues to develop and manage desired third party endorsement references. Participates in local industry associations or advisory boards. May host customers. Provides content and analyze data used in sales and marketing presentations.
  • Leadership. Proactively participates on and leads cross functional projects.
  • Training and Education. Follows division strategies to prepare annual training plan utilizing appropriate timetables and considering budget constraints. May train other stakeholders internally (marketers, new employees, business leaders) or externally (distributors, customers, Key Opinion Leaders (KOL), professional associations, regulatory agencies, universities). Analyzes and summarizes training effectiveness through seminar and customer feedback. Uses feedback to further develop or refine and update training materials and manuals. May lead and organize local KOL programs in alignment with key business objectives increasing Return on Investment (ROI). Leverages established relationships/engagements to provide lectures, articles, testimonials, workshops, endorsements, research, and photos. For teams without a training organization: Identifies training needs and develops specific training programs based on needs assessment analysis. Trains local sales team on technical standards for new and existing products.
  • Communication. Localizes product documentation and communications (training, regulatory, sales, marketing, local study groups, etc.) for new and existing products. Interprets applicability of local standards and develops appropriate content. Informs KOLs related to on-label specifications of products. Modifies existing sales tools such as eLearning, publications, and presentations.
  • Corporate / Business Projects. May lead contract negotiations for speaking engagements. This includes justifying the business need and seeking business approval before execution.
  • Strategic Planning. Aligns activities with sales and marketing annual business plan. May provide input to the Professional Service portion of the plan.
  • Technical Service Support. Partners with Technical Service in support of the following activities. Acts as a liaison between customer and New Product Introduction (NPI) teams. Provides field support for New Product Introduction (NPI) launches. Leads customer product evaluations, educate related to technical conditions, and conducts customer acceptance evaluations (CAE) or customer verification evaluations (CVE).
• All recommendations must be on-label (i.e. we have product claims to support the context of the discussion regarding the product).
• Primary contacts are typically internal and on a managerial, professional, supervisory, or co-worker level.
• Interaction is primarily focused on providing advice, usually involving the explanation and discussion of difficult information directly related to the professional discipline. Factual information and advice are exchanged with an audience which is typically knowledgeable in the subject area. Demonstrates advanced persuasion skills and balances differing interests and perspectives.
• Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with company’s values and ethical standards.
• The job also requires performing other duties as assigned. Percentages of time spent on job duties are estimates and may vary for each position.

Job Requirements/ Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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• Demonstrable success at anticipating planning, and actioning educational or research projects to address these needs and measuring impact
• Ability to research, gather and synthesize technical/scientific background information to produce well-rounded educational content in a style appropriate to the publication/communication channel and its audience.
• Great communicator with strong oral and written communication skills. The ability to translate complex scientific information into clear, easy to communicate stories and messages.
• Excellent organization and project management skills. Deadline-driven, well-organised, focused, self-disciplined, and pragmatic, with the ability to prioritise workload and recognise when detail really matters.
• Can-do, enthusiastic, collaborative, and friendly attitude with a strong desire to improve own skills base and find improved ways of working for the benefit of the business.
• Close alignment & partnership with sales teams to deliver programs.

Education and/or Experience:

• Minimum Qualification: Master's or Ph.D. (or scheduled) in food (or Bio) engineering or in a related field

• 3~5 years working experience of the diagnostic/ analytical/ microbiological products & service preferrable

• Preferential recruitment of those who have experienced or worked in related agencies such as the Ministry of Food and Drug Safety, National Food Safety Information Service and Korea Agency of HACCP Accreditation and Services.
• Proficiency in MS Office (skilled Excel & PowerPoint)
• Experience working in diverse & agile environment

Language Skills:

Excellent communication (Verbal & Written) skills essential.

Language skills – Fluent in English (essential).

From inside the farm gate to our dinner plates, Neogen protects the world’s food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.