25 Jul
Technical Support Specialist
Vacancy expired!
- BS or BA degree in a biological science.
- 2 years minimum Customer & Technical support experience in the medical device or biotech/life sciences industry required.
- Medical Technologist or clinical lab tech preferred.
- Immunoassay experience preferred.
- Excellent communications skills, verbally, written, virtually and listening.
- Solid organizational & time management skills
- Good follow up and case management skills.
- Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude.
- Ability to handle time sensitive projects with short notice.
- Ability to handle complex and sometimes heavy caseloads, efficiently and in a timely manner.
- Ability to accept ownership and responsibility for meeting deadlines.
- Strong attention to detail.
- Experience in using Microsoft Office products with proficiency in Microsoft Excel, Word, and Outlook.
- Must be able to travel on occasion if needed.
- Answers and manages customer product inquiries, issues and concerns via phone and email.
- Documents and responds to internal and external customer inquiries, issues, and concerns.
- Follows up and further investigates as needed, any technical issues reported by customers to rectify the situation to the satisfaction of the company and the customer.
- Maintains visibility to escalated customer issues and inquiry cases and ensures regular follow up communication with customer, until a solution is found, and the case can be closed with the customer.
- Participates in customer facing conference calls, providing product and clinical Technical Service expertise.
- Writes customer facing responses.
- Seen as expert on Company products, able to provide customer and employee training as needed.
- Maintains timely, up to date customer communication in database.
- Works closely with Sales, Field personnel, Marketing, Customer Service, and other departments as needed, to address customer concerns and to determine corrective action and customer follow-up, or to provide additional product information or training.
- Maintains and keeps up to date on product knowledge, technical specifications, performance, etc. on all current and future products as they become available.
- Performs laboratory testing as requested by management.
- Provides On-Call support and/or after hours as scheduled.
- Takes assigned projects from initiation to completion.
Vacancy expired!