Job Description
Work hours are Monday - Friday: 11am-8pm Eastern Time Zone.JOB SUMMARYThis position will serve as a multifaceted Technical Support Specialist to provide professional support on all EUROIMMUN instrumentation and products, including any affiliated companies.Excellent technical and communication skills are necessary to positively interact with customers and company personnel. Successful candidates will be self-starters, who can independently manage their time and schedules; will possess basic business acumen and effectively communicate skills at all levels.KEY RESPONSIBILITIESMaintain a working knowledge of EUROIMMUN instrumentation, software, products and techniques (including any affiliated companies).Deliver phone and e-mail support to end-users.Interact with customers to provide and process information in response to inquiries, concerns and requests about instrumentation and services.Maintain positive, professional communications with customers and colleagues.Gather customer's information and troubleshoot the issue by evaluating and analyzing the symptoms.Diagnose and resolve technical hardware and software issues within timely manner.Determine the cause of error, classify the complaint and forward the relevant information to appropriate department for processing.Respond to escalated cases as needed, to ensure quality service and customer satisfaction.Dispatch service and prepare necessary documentation.Accurately process and record call transactions using a computer and designated tracking software.Perform data entry and follow up activities for completeness and timeliness.Open communication with multiple departments when needed.Stay current with system information, changes and updates.Independently implement and follow standard procedures, guidelines and policies.Participates in internal and external audits as necessary.Trains and mentors Associate Support Specialists.Other duties as assigned.Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.BASIC QUALIFICATIONSAS or BS in Life Sciences discipline1-2 years of experience in a laboratory settingPREFERRED QUALIFICATIONSExperience as a field service representative, Lab MT, or related field.Biomedical engineering and/or technical degree; or equivalent military training and experience,with emphasis in instrumentation, computers.Technically proficient in running IVD assays with an understanding of the basis for these assays.Well-organized, able to function independently with a minimum of supervision.Customer-oriented with strong interpersonal skills.Exhibits a high level of critical thinking abilities.Strong verbal and written communication skills.Enthusiastic demeanor and a can-do attitude.Strong computer skills (MS Word, Excel, Outlook etc.).