Field Application Specialist (FAS)

About InVita Healthcare Technologies
InVita Healthcare Technologies is a leading software provider for complex medical, forensics, and community care environments. We build specialized, highly configurable, and integrated systems that support hospitals, blood centers, donation organizations, public health labs, and forensic labs. InVita is the clear leader in the blood, implant, organ procurement, DNA, and Forensic software markets. Our software solutions have built-in compliance safeguards that streamline processes and enable quick and efficient information exchange with better decision making. For more information about our software solutions, please visit invitahealth.com.

Job Title: Field Application Specialist
Department: DNA and Forensics, CS
Reporting to: Director of Products & Services, DNA&F

Location: Baltimore, MD. This is a hybrid role with 3-days per week required to be worked in the Baltimore, MD office.

Hours of work: Typical hours of work are from 8:30 AM until 5:30 PM EST Monday through Friday. Additional hours may be necessary as needed. This position is exempt from overtime.

Compensation: $80,000-$90,000 annually

Overview:

The Field Application Specialist (FAS) is the primary point of contact for customers and end users of InVita’s DNA & Forensics products and works regularly on requirements analysis, specifications and product implementations as well as client communications, technical support, triaging, testing, troubleshooting and training. The FAS utilizes their expertise to guide customers and represents InVita at events, trade shows and during on-site activities. Additionally, the FAS works closely with customers as well as their assigned leads, R&D, Quality Engineering, Technical Program Management and other leadership personnel to create and deploy scalable and supportable solutions that intelligently meet customer and organizational needs.

Who:

The ideal candidate is a friendly, driven, detail-oriented and customer-focused professional interested in pursuing a key analyst-level customer service role in a healthcare technology organization. A successful FAS understands the importance of proper process, high-quality communications (both internally and externally), expectation-setting, follow-up and excels at turning customers into advocates.

Essential Functions:

• Provide prompt, friendly and high-quality customer service and ongoing assistance to all assigned clients, including proactive follow-up, well-prepared meetings and clear communication across all assigned projects, implementations and support requests
• Create and maintain high-quality project, product and client documentation, including feature and specification summaries, project data, and other operational documentation
• Gracefully handle any client escalation requests and manage client temperature with early reporting of any upcoming issues to management
• Fully analyze and evaluate incoming client requests (SOWs, RFPs, change requests, bug reports, etc.) and create high-quality, Engineering/QA-ready specifications (including, where applicable, workflow diagrams, mockups, descriptions, steps to reproduce, etc.)
• Collaborate with clients to create alternative implementation strategies where the original client request is not feasible or supportable
• Follow organizational processes to properly triage, prioritize and ensure completeness and actionability of incoming client requests
• Provide timely status updates, summaries and other input as requested to assigned FAS lead
• Collaborate with members of the R&D group on development and deployment functions
• Collaborate with members of the Quality Engineering group on test plans and test execution, including self-directed feature and regression testing, organization of user acceptance testing (UAT) and other testing and test documentation activities
• Follow all work/ticket management systems and processes, including Atlassian JIRA, Service Desk, Confluence and others as directed and updated from time to time
• Prepare and update training materials and train customers and end-users on product use
• Prepare and conduct on-site or remote demos and other presentations to prospects and clients
• Participate in general onboarding, process review and documentation activities
• Exhibit a positive attitude with both customers, potential customers and InVita team members
• Be open to evaluating current processes and impacting positive change
• Other duties, as necessary

Qualifications:

• A bachelor’s degree, preferably Genetics, or related disciplines, or 3+ years of equivalent industry experience.
• A minimum 3 years of laboratory, forensics or related hands-on technical experience is an asset.
• Prior field experience supporting customers in a highly technical field is a plus.
• Working knowledge of QA standards.
• Able and willing to travel to client’s onsite facilities.
• Ability to work cross functionally.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• While performing the duties of this position, prolonged periods of sitting at a desk and working on a computer may be required.
• Additionally, the employee is regularly required to talk or hear.
• The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls.
• The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Ability to attend and preside over trade shows and conferences.
• Ability to travel on a flexible schedule. Airplane travel is necessary.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

InVita provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

The pay range for this role is:
80,000 - 90,000 USD per year(Maryland)