The essential role of an application specialist

Breda, 12 November 2024

The essential role of an application specialist in lab automation
In the rapidly changing world of scientific research and development, automation in laboratories is no longer a luxury but an absolute necessity. An increasing number of labs are reliant on advanced systems to streamline their work processes, optimise data management and enhance the accuracy of their results. The application specialist is a linchpin in this context, not only within the compass of the technical process but above all when it comes to ensuring customer satisfaction and providing bespoke solutions for users too. 

From implementation to optimisation
Our remit as an application specialist includes taking responsibility for implementing and optimising lab software applications. We see to it that systems are integrated into a lab's day-to-day processes, thereby ensuring that the customer gets the most out of the automation. It starts with advising labs. After all, each and every lab has its own unique processes and workflows, and it is our job to find a suitable solution that boosts the efficiency of these processes. Our next task as an application specialist is to configure the systems to fine-tune them to the lab's requirements and ways of working. Of course, if lab staff are keen to make the most effective use of the new systems, it is important for them to be properly trained. We take care of this too, as well as ensuring that we are on standby to provide continuous support, such as for technical problems or implementing updates. In addition, we subsequently perform regular analyses of system usage, making suggestions for improvements if need be. This not only keeps the software in functional order but also ensures that it evolves in tandem with the changing needs of the lab. 

The human component
Although the technical aspects of the role of an application specialist are important, communication with customers is perhaps even more important. We serve as the bridge between the technical software department and the lab staff who are required to work with the system on a daily basis. Even the best software solution will fail without a solid understanding of the needs of customers and effective communication with them. In that regard, one of the most significant facets is understanding the specific needs of each and every customer. We need to be in a position to listen to customers' objectives and challenges and tailor a solution to these. This calls for both technical expertise and the ability to contribute to the customer's thinking process. It is not just about installing software; it is about providing a solution that genuinely adds value. Which is why customer satisfaction is highly dependent on the extent to which an application specialist provides input and support wherever required. 

Overcoming barriers
When a new system is introduced, it can meet with a degree of resistance among scientists, particularly if they are used to manual processes or older systems (automated or otherwise). Our job as the application specialist is to make users feel comfortable with the new software, so that they not only have the tools they need but are also able to use these effectively. 

In short, amalgamating not only technical expertise but also an in-depth understanding of the users' needs enables us to ensure that new systems are not just implemented but genuinely accepted and utilised effectively as well. Our focus on continuous training, support and improvement is at the heart of our efforts to maximise customer satisfaction and optimise the evolution of labs, enabling them to keep their focus on what really matters: delivering high-quality scientific results.