Job Description

SUMMARY

Provides phone support on instruments, reagents and application for our customers. Troubleshoots with customers in order to resolve issues by phone, and dispatch FSE/TSS as applicable. Utilize resources and tools to expedite problem resolution. Records all required documentation while remaining compliant to all applicable SOPs. Drives customer satisfaction through professional and timely issue resolution.

RESPONSIBILITIES

• Provides Technical telephone troubleshooting to customers concerning instrumentation reagents and applications.
• Analyzes, diagnose and provides troubleshooting support to our customers.
• Provides customer retraining by phone concerning instrument operation, application, troubleshooting and maintenance.
• Develop our Digital Product knowledge and understanding in order to aid/support our Digital Product Sales and Marketing initiatives and strategies through interactions with customers during support activity
• Provides remote support to all our Digital Products, including Coag.One, and Middleware
• Responsible for all aspects of dispatching and call documentation per SOP.
• Provides feedback to the Hotline Manager concerning instrument or reagent open issues.
• Determines need for FSE or TSS field intervention and dispatches when needed.
• Demonstrates high level of knowledge regarding all instruments and reagents provided by us.
• Escalates complex issues to the appropriate persons, as indicated in departmental SOPs.
• Ensures all instruments and reagents are functioning to our specification
• Drive Customer Satisfaction by interacting with the customer in a professional manner.
• Assists with special projects as assigned by management.

QUALIFICATIONS

• Bachelor's degree in related field from an accredited four-year college or university required, Medical Technology/Medical Laboratory Technology/Engineering preferred;
• Minimum 3-5 years related experience with Hemostasis experience required. Field support experience preferred.
• MLS(ASCP) required.
• Up to 20% travel. Ability to travel domestic or internationally, if needed.
• To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence describing technical issues.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

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