Kelly A. Clark
Crete,IL
Summary
Professional with strong background in technical support and customer solutions, equipped for impactful contributions in field support. Skilled in troubleshooting, system integration, and training, with strong focus on team collaboration and adaptability. Known for reliability and ability to meet changing needs while driving results and fostering positive outcomes.
Experienced with delivering technical support and training for sophisticated applications. Utilizes in-depth knowledge to resolve technical problems and optimize user experience and fostering strong client relationships.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
22
22
years of professional experience
Work History
Senior Field Application Scientist
Cytovale
02.2025 - Current
- As the Senior Field Application Specialist at Cytovale, I serve as the primary technical resource throughout the pre-sales process. My responsibilities include demonstrating the capabilities and advantages of IntelliSep technology to potential clients, ensuring they fully understand its benefits and applications.
- I proactively build and maintain strong relationships with laboratory professionals and leaders, positioning myself as a trusted advisor and advocate for IntelliSep. This ongoing partnership fosters collaboration and supports the successful adoption of new technologies.
- During the sales process, I assist the sales team by delivering engaging presentations and live demonstrations of IntelliSep technology. My role is to clearly communicate technical information and value propositions to help drive purchasing decisions.
- I play a key role in supporting the discovery phase, working to identify specific customer requirements. By understanding these needs, I develop tailored solutions that directly address the unique challenges faced by each laboratory.
- I present lab-specific evidence and outcomes to laboratory leadership, addressing any concerns regarding implementation, validation, and the impact on patient outcomes. This ensures that decision-makers are informed and confident in their choices.
- As the primary contact for lab tours and visits, I gain a comprehensive understanding of each lab’s current state and its operational needs. This insight enables me to customize solutions that align with specific workflows and objectives.
- I conduct individualized assessments of customer personnel, organizational structures, workflows, and equipment capabilities, including systems, applications, and IT solutions. Using these assessments, I design and develop tailored training programs that maximize equipment utility and operational efficiency.
- I provide comprehensive training and ongoing support to laboratory stakeholders and operators, ensuring they achieve a high level of competence and confidence in using IntelliSep technology.
- I ensure that customers are thoroughly prepared for validation procedures and help them meet critical milestones within the established implementation timelines. Additionally, I assess key operator performance and knowledge to support ongoing success.
- I am responsible for troubleshooting and resolving technical issues to maintain optimal system performance and customer satisfaction.
- I provide continuous consultation and support to ensure customer success, with a focus on maximizing the clinical and operational value of IntelliSep technology.
- I also train fellow colleagues on relevant process solutions, imparting necessary knowledge and skills to enhance team capabilities.
Senior Field Application Specialist
Danaher / Beckman Coulter
07.2023 - 02.2025
- Implementation of Chemistry laboratory instrument and reagents for customer sites.
- Manage integration process to meet customer expectations and timeline.
- Perform troubleshooting issue related for instrument and/or reagent performance design to improve customer self-sufficiency.
- Develop and implement training programs (workshops and onsite training) for customer and inhouse staff.
- Technical services to maintain desire levels of customer satisfaction and reference ability.
- Promote customer satisfaction, support sales objectives and organizational directives.
- Responsible for identifying and communicating critical gaps, product issues, complaints and recommend potential improvements to the installation and implementation process.
Manager, Field Applications
T2Biosystems
04.2019 - 07.2023
- Manager of Field Application Specialist team within US.
- Performed on-boarding INTL distributor and user operator training presentation and support.
- On-board Field Application Specialist team within US with training and mentoring.
- Undertake new management practice, SOPs, and workflow for streamline practice.
- Provide technical training to US and International customer and distributor laboratories, provide support to the customer during the evaluation and implementation process.
- Follow normal standard of work for documentation for US and International customer complaint handling and customer interactions to ensure total customer satisfaction.
- Provide ongoing technical assistance and assistance for US and International customer issues and/or confirm that the customer has properly received resolution.
- Support existing US and International customers with additional training and technical assistance as needed or as product updates are launched that require additional training or implementation.
- Provide feedback from customers and function as customer advocate.
- Work cross functionally with sales to support implementation process.
- Jointly develop and coordinate strategies with sales aimed at increasing T2Biosystems business and retaining current business.
- Collaborate with Clinical Affairs to coordinate and optimize medical educational support.
- Proactively provide enhancement to development and optimization of T2Biosystems assays, software, and hardware.
- Assist with or author of documentation to enhance technical training and bulletins, user guides, procedures, and technical manuals involving software or applications.
- Document site activities through CRM (Sales Force), Aquant and MS 365.
- Experienced and understanding of LIS.
- Provide written updates to the management on accounts with information on technical problems, customer satisfaction and the general business condition.
Core Laboratory Supervisor
Rush University Medical Center
01.2015 - 01.2019
- Supervise daily operations of the laboratory employees to ensure quality standards, deadlines, and proper procedures.
- Evaluate and update laboratory procedures and methodologies in the chemistry and special chemistry department.
Account Manager
Sebia Inc.
01.2014 - 01.2015
- Achieve region’s revenue and profitability quotas for products and establishes an environment and foundation for future sales growth.
- Strategies and tactics required to exceed business goals of sales growth and technology adoption.
- New product launches to deliver value to customers and advance the adoption of platforms and technology.
- Responsible for the Region’s forecasting and sales tracking.
- Evaluate market trends and gather competitive information, identify trends that effect current and future growth of regional sales and profitability.
- Manage travel schedules, budgets, and expense, working closely with Technical Support, Service Marketing, Sales Administration and Operations departments.
- Manage Field technical representatives and installation, go-live and menu expansion within the area in accordance to company guidelines.
Technical Product Specialist – Esoteric Testing
Sebia Inc.
01.2006 - 01.2014
- Implementation of laboratory instrument and reagents for customer sites.
- Manage integration process to meet customer expectations and timeline.
- Perform troubleshooting issue related for instrument and/or reagent performance design to improve customer self-sufficiency.
- Develop and implement training programs (workshops and onsite training) for customer and inhouse staff.
- Technical services to maintain desire levels of customer satisfaction and reference ability.
- Promote customer satisfaction, support sales objectives and organizational directives.
- Responsible for identifying and communicating critical gaps, product issues, complaints and recommend potential improvements to the installation and implementation process.
Research Biologist GS 12, Step 1 – BioWatch Project
Center for Disease Control and Prevention
01.2004 - 01.2006
- Perform molecular bench work and conduct sequence detecting system analysis.
- Perform new technology molecular instrumentation.
- Documentation following FDA guidelines.
- Writing SOPs for molecular practices.
- Quality Assurance.
- Ordering supplies.
- Management of 6 personals.
Education
Bachelor of Science - Clinical Laboratory Science
Skills
- Remote support
- Customer support
- Workflow optimization
- Sales support
- Product demonstration
- Installation coordination
- Product customization
- Field troubleshooting
- End user support
- Business analysis
- Applications development
- Customer education
- Technical support
- User training
- Technical documentation
- Application development
- Product demonstrations
- Analytics
- Technical writing
- Application implementation
- Product configuration
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Network support
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Remote technical support
- Decision-making
- Relationship building
- Friendly and patient
- Troubleshooting network issues
- Team building
- Task prioritization
- Technical issues analysis
- Self motivation
- Technical troubleshooting
- Interpersonal skills
- Customer service expert
- Highly professional
- Goal setting
- Risk assessment
- Professionalism
- Customer communication and empathy
- Interpersonal communication
- Collaborative team player
- Application support
- Time management abilities
Timeline
Senior Field Application Scientist - Cytovale
02.2025 - Current
Senior Field Application Specialist - Danaher / Beckman Coulter
07.2023 - 02.2025
Manager, Field Applications - T2Biosystems
04.2019 - 07.2023
Core Laboratory Supervisor - Rush University Medical Center
01.2015 - 01.2019
Account Manager - Sebia Inc.
01.2014 - 01.2015
Technical Product Specialist – Esoteric Testing - Sebia Inc.
01.2006 - 01.2014
Research Biologist GS 12, Step 1 – BioWatch Project - Center for Disease Control and Prevention
01.2004 - 01.2006
Governors State University - Bachelor of Science, Clinical Laboratory Science