Eurofins Transplant Genomics, Inc. (TGI) is committed to improving organ transplant outcomes with noninvasive serial monitoring guided by genomics.  TGI’s extensive development pipeline includes diagnostic and predictive tests for kidney and liver graft dysfunction, the use of multiple sample types and technology platforms, companion diagnostics for immunosuppressant and immune status tests.

TGI is searching for a Technical Sales Support Engineer to provide excellent service in the areas of client information technology (IT) onboarding, ongoing systems training, laboratory ordering and process support. This role will serve as a field liaison between Transplant Genomics Sales and Customer Operations and the Client IT teams, Clinicians and Laboratory Operations to provide meaningful support, data and information that demonstrates benefits and opportunities and helps facilitate superior client service and patient care. 

Essential Job Duties:

•  Ensure an effective “onboarding” experience for new clients by providing materials and connectivity in a timely, professional manner
• Provide onsite client support and training on IT systems, process for ordering and receiving results, shipping, packaging, turn-around time, how to prevent rejections, etc.
• Collaborate with company and client IT teams to scope, design, implement, and test HL7 interfaces.
• Draft Statements of Work for delivery of IT-related projects to clients
• Respond to internal and external client inquiries and needs with a sense of urgency and high level of professionalism
• Travel to client sites to consult on technology issues, resolve ongoing challenges, provide training and education, etc.   
• Retrieve and evaluate data for Client Partnership Reviews
• Review and analyze monthly client issues with ordering, results, and test not able to be performed, and identify issues, provide and execute corrective action plans
• Oversee and coordinate the client setup process with other Eurofins laboratories
• Add/update client information as needed in LIMs and Salesforce.com
• Facilitate knowledge transfer and training to other Associates on IT systems and processes
• Apply best practices and implement effective client support processes
• Maintain an understanding of the company’s products/tests, ordering process, and key services
• Work effectively with other Associates and teams to provide best customer service possible
• Represent department and the organization favorably and in accordance with established Company standards
• Complete administrative tasks as needed to complete objectives, including general filing, copying, document preparation, and records management
• Accountable in achieving operational KPIs such as first-time fix rate, timeliness of issue resolution, etc.   
• Other duties and/or projects as assigned by management

The Ideal Candidate Would Possess:

• Healthcare knowledge and laboratory knowledge/experience required
• Experience with, and/or ability to understand hospital and laboratory information systems (EPIC, Cerner), Health Level Seven (HL7) interface standards and process, CRM (SalesForce.com) and other software
• Ability to effectively use Microsoft Excel and all other Microsoft Office applications
• Willingness and ability to complete overnight travel up to 70% of the time
• Ability to problem solve, prioritize and multi-task
• Ability to read and interpret internal SOPs, operating and maintenance instructions, and procedure manuals
• Self-motivated and driven; works independently with guidance from management, as needed
• Excellent time management and organizational skills
• Process-oriented with the ability to apply critical thinking and identify potential improvements
• Service driven with a professional attitude
• Excellent interpersonal skills; ability to collaborate and work effectively with internal and external clients at all levels
• Excellent verbal & written communication and presentation skills
• Keenly attentive to detail
• Ability to keep sensitive information confidential

• Bachelor’s degree or equivalent experience required
• 3+ years of professional experience; client service or client-facing operations experience preferred
• 70% travel required
• Authorization to work in the Unites States indefinitely without restriction or sponsorship

Position is full-time, Monday through Friday, 8:00 a.m. - 5:00 p.m., with overtime as needed.  

As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work.  We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and vacation, personal days, and dental and vision options.

To learn more about Eurofins, please explore our website www.eurofinsus.com.

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.