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, organiz