Employment Opportunities - Data Innovations Europe

Current Openings:

 
 

 
EMEA Key Account Manager
Dept: Sales
Manager: Manager of Sales, Marketing & Business Development for EMEA
 

General Responsibility / Mission

  • In consultation with Sales & Marketing Manager, defines, executes and follows up action plans for marketing and sales
  • Generate revenue from existing accounts, as well as identity new business opportunities (Business partners and direct customers)
  • Drive targeted revenue goals with the closure of sales
  • Primary contact for a subset of the company’s Business Partners, including but not limited to acting as the internal resource for all questions, concerns and escalations
  • Manage the performance of Business Partner Marketing and Sales employees and promote their individual professional development through timely performance reviews, regular interaction and coaching
  • Perform regular needs analysis by canvassing current and prospective BP’s and customers
  • Work closely with Sales and Marketing peers to ensure identified business opportunities are capitalized
  • Communicate strategic information such as market intelligence, business partner data, and competitive initiatives to appropriate internal personnel
  • Work to ensure partner and customer needs are addressed to ensure, growth, development and continued success
  • Writes JRN, EE, LPM and IM sales quotes
  • Responds to sales inquiries, in a timely manner
  • Negotiates initial sales and upgrade contracts
  • To serve his/her main task, works on operational marketing tasks like:
    • Organizing trade-shows and all other professional exhibitions
    • Participates in new Product/Update specifications and launches
    • Creates, manages, updates and distributes sales and marketing tools
  • Presents products to Business partners, customers and prospects as well as on site and at professional exhibitions
  • Remain current on Industry activities and trends
  • Develop and maintain an high level knowledge of the use and functionality of company product(s), its associated modules, and the laboratory industry
  • Prepares and presents  sales/marketing and activity reports for Manager on a regular basis as defined by Manager and General Management
  • Establish and maintain relationships with EMEA key accounts, excluding UK and French ones (Quote writing, Upselling, Regular onsite visit)

Concerned Products: Instrument Manager (IM), Laboratory Production Manager (LPM), EP Evaluator (EE), JResult Net (JRN)

Skills Profile

Knowledge, Skills, and Abilities:

  • Knowledge of or has ability to thoroughly understand the company’s products and services
  • Able to anticipate and adapt to market changes
  • Demonstrates sales, marketing and negotiation competency
  • Able to work independently
  • Has proven interpersonal skills
  • Ability to successfully multitask, including some very complex projects
  • Excellent problem-solving skills
  • Ability to follow DI’s policies and procedures
  • At a minimum have the ability to, speak, read and write in English and French (knowledge of any additional EMEA language is a plus)
  • Satisfy travel requirements across EMEA area (up to 70% of the time)

Education and/or Experience

Master’s Degree, and 3-6 years outside sales experience, preferably with a laboratory middleware, instrumentation, or information system sales rep. or a combination of education and related working experience form which comparable knowledge and skills can be acquired.

Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Medical/Healthcare Background including knowledge of medical/clinical laboratory workflow operations
  • Licensed Medical Technologist
  • Experience with Laboratory Regulatory Compliance
  • Previous experience using Data Innovations’ products/services

 

Senior Application Specialist

The Data Innovations Europe Senior Application Specialist has experienced knowledge and understanding of company products and/or Laboratory Information Software. Their primary responsibilities are to perform on-site installations, provide on-site and remote technical support to Data Innovations Europe’s customers on software products, services and instrument interfacing and resolve issues, some complex in nature, and to train customers and/or business partners. This person is expected to rely on experience and judgment to accomplish goals and perform the essential functions and responsibilities of the job and to escalate very complex issues to appropriate CS Manager or the appropriately identified staff member.

Essential Functions and Responsibilities:

Customer Support Functions

  • Provide technical support for Data Innovations’ software products, services and general instrument interfacing in a call center environment
  • When performing hot-line support, promptly respond to all calls transferred from receptionist, to (at a minimum) note who to call back and quickly enter into CRM
  • Resolve and respond to customer requests, support tickets in a polite, professional and timely manner using experience, knowledge base, customer files and traces for troubleshooting
  • Log support calls into internal system (CRM) and handle unassigned tickets submitted by email, web or telephone
  • Check customer support level (contract) and escalate calls to CS Manager for guidance in case of expired or non existent support contract
  • Log all problems found in LPM or IM software as known issues after checking the Knowledge Base (Known Issues) to avoid duplication
  • Notify CS Manager if complex incidents need to be escalated to Development or DINA CS (for IM/EEP) or requires onsite resolution/presence
  • Monitor, update and maintain ownership and documentation on existing and newly assigned support cases until resolution. Report abnormal progress to manager
  • Provide solution to customer via CRM/email and close solved incidents with customer permission
  • Train and mentor new staff as applicable
  • Act as Subject Matter Expert for Data Innovations’ middleware solutions and liaison with other departments
  • When applicable review and comment on URS and SRSs for drivers and core to ensure usability
  • Perform ad-hoc testing of new software releases as applicable

Installation/On-site Services Functions

  • Perform mandatory pre-installation/onsite services activities (gather documentation, software/hardware to be carried or shipped and make travel arrangements)
  • Escalate any issues to CS Manager
  • Ensure that installation and training contracted by customer is delivered within the contracted time
  • Coordinate with other members of the CS team for any telephone or network back-up needed while on-site
  • Email or fax scanned Installation Report (IR) signed by customer to CS Manager within the applicable timeframe per  the appropriate work instruction
  • Submit expense report in a timely fashion according to the applicable work instruction
  • Provide feedback to CS team regarding any important information relevant for future support activities
  • Notify CS Manager regarding kernel and/or driver issues that need escalation to R&D department
  • Relay customer feedback gathered during support calls or installations to CS Manager and R&D team to suggest future software enhancements that would increase customer satisfaction and drive company growth

Training

  • Create and/or update existing training courses for Customers and Business Partners in coordination with CS Manager and Sales and Marketing Manager
  • Provide customers with training on Data Innovations’ software products

Sales & Marketing support

  • Provide demos and technical support to the Sales & Marketing department when requested by the CS Manager
  • Stay up to date with Data Innovations' Quality Requirements and, more specifically, processes and procedures of the Customer Services department

General

  • Remain current with Data Innovations' Quality Requirements and, more specifically, processes and procedures of the Customer Service Department
  • Write internal documentation supporting the product development (User Requirements, Software Requirements, Test Plans, Procedures and Work Instructions)
  • Write end-user documentation (Release Notes, User Manuals, Setup Manuals and Procedures, Reference Manuals)
  • Perform other related duties as assigned in all areas noted

Requirements

Knowledge, Skills, and Abilities:

  • Proficient with Microsoft Office tools, particularly Word, Excel, Outlook and PowerPoint
  • Strong knowledge and understanding of Laboratory Information Software, Laboratory workflows and instrumentation interfacing
  • Strong knowledge of computing and technical environments, such as operating systems, communication protocols, software applications, hardware platforms, etc.
  • Strong knowledge of computer and network sciences: "RS-232" serial connections, TCP/IP, data communication
  • Ability to keep current on evolving technology
  • Strong ability to work independently and self-motivate
  • Excellent customer interaction skills
  • Excellent analytical and problem solving skills and ability to maintain professionalism in all circumstances
  • Strong Communication skills (verbal, written and interpersonal) including presentation skills, and the ability to effectively communicate at all levels within and outside of the organization in English and French (additional languages are a plus) ; including ability to communicate highly technical concepts to people of varying level of technical competency
  • Ability to meet travel obligations
  • Ability to organize and manage multiple (and shifting) priorities on a deadline
  • Ability to handle information sensitively and confidentially
  • Ability to follow DI’s policies and procedures and system usage practices.

Education and/or Experience

Post-secondary degree (university or technical institute) in computer science, information technology or related field and a minimum of five year experience in a customer service or Healthcare/IT support environment or at least 7 years experience in an environment from which comparable knowledge and skills have been acquired.

Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, and computer interaction. This position may also have high travel requirements to customer sites (maximum 50% of working days); the employee must be able to tolerate conditions associated with traveling and working in a laboratory setting.

Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Healthcare software and/or hardware (IVD, LIS, HIS)
  • Experience in the medical laboratory environment, either as a lab technician or in technical support for an instrument or LIS vendor, is an advantage
  • Experience with Microsoft SharePoint

Supervision Level

This person reports directly to the applicable Customer Services Manager and may mentor Application Specialists

 


 

Data Innovations LLC is an E-Verify Employer

Equal Opportunity Employer