Technical Support Scientist II
REMOTE, IL 00000 US
The Core Diagnostics Service team is made up of highly skilled support professionals across a variety of STEM disciplines to ensure accuracy and reliability of Patient Results on instruments like the ALINITY ci-series, all the while ensuring superb Customer Satisfaction.
Serve as a resource for internal/external customers in troubleshooting and resolving instrument and/or reagent problems onsite or over the phone; and document information into the complaint handling system.
Core Job Responsibilities:
Responsible for implementing and maintaining the effectiveness of the quality system. Participate in multisite/multi-instrument integrations for ADD instruments and reagents into customer sites/laboratories; including new product launch (NPL) products. Conduct comprehensive customer entrance interview to understand the customer’s needs; and manage their expectations within the defined service offerings. Plan the onsite integration process. Work with Technical Application managers and Technical Application Specialists to execute implementation plan across customer systems. Work with the customer to take ownership of the instrument. Assist customers with meeting their regulatory and validation requirements. Provide appropriate training for the customer on the newly installed instrument. Manage the integration process to meet customer expectations and timeline. Conduct thorough exit interview to present integration results and secure customer buy-in. Lead critical account management situations as part of combined sales/service/support effort
Associate of Applied Science in Clinical Laboratory Science/Medical Technology –or- Bachelor’s Degree in Biology or Chemistry Two years’ experience in laboratory environment, field service, technical call center.
Bachelor's Degree in Clinical Laboratory Science/ Medical Technology Two years’ experience in laboratory environment, field service, technical call center.
*CO/NYC candidates might not be considered