Job Description

Technical and User Support

• Provide expert-level support for users of the Evidence Witnessing System, including troubleshooting hardware and software issues.
• Collaborate with Evidence Witnessing System’s development team on advanced issue resolution and oversee effective system operation.

System Implementation and Setup

• Coordinate the configuration and setup of the Evidence Witnessing System at new sites, collaborating with clinic IT and Esco Lifesciences's Service team to ensure system is successfully implemented and running at optimal performance.
• Customize system settings to meet clinic workflow requirements, ensuring seamless integration into lab operations.

End-User Training

• Lead initial and ongoing training sessions for clinic staff, ensuring they have the resources and skills to use the system effectively.
• Develop and update training materials, documentation, and guides to support efficient system use.

Performance Monitoring and Optimization

• Track system performance metrics, addressing any issues proactively to optimize lab workflows and ensure efficient system use.
• Gather user feedback to inform system enhancements and contribute to Esco Lifesciences’s product improvement initiatives.

Regulatory Compliance and Documentation

• Ensure that the system complies with regulatory standards and quality management policies, documenting configurations and issue resolutions as part of compliance.
• Stay informed on regulatory changes, adapting practices as needed to maintain compliance.

Collaboration and Communication

• Serve as the primary liaison between clinic staff, Esco Lifesciences, service and technical support, maintaining effective communication and addressing needs promptly.
• Work closely with stakeholders to align system performance with clinic goals and deliver system updates as needed.

Job Requirements

• Education: Bachelor’s degree in Biomedical Engineering, Biology, Microbiology, Information Technology, Life Sciences, Veterinary or a related field.
• Experience: At least 3 years in technical application support or manager of a technical/support team particularly in healthcare or lab settings. Experience with fertility labs or witness systems is a plus.
• Technical Skills: Proficiency with electronic lab systems, IVF clinic operations, IT troubleshooting, and system optimization.
• Interpersonal Skills: Strong communication and training abilities, with the skill to interact effectively with clinical teams and stakeholders.
• Analytical Skills: Proactive problem-solving and analytical skills, with attention to detail in issue resolution.
• Availability: Flexibility for occasional travel to client sites and availability for support outside of standard hours during key implementations.

This position offers an exciting opportunity to work directly with fertility clinics, driving quality and reliability in clinical lab operations.