Responsibilities
- Handle customer calls by resolving technical product issues to support a 24/7 support function, assigning calls to Field Service or Field Applications when unable to resolve over the phone.
- Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements.
- Collect and analyze data and classify complaints according to FDA requirements, capturing and documenting all aspects of the customer interactions/issues into a customer interaction database.
Requirements
- Bachelor's Degree OR Associate's Degree in Medical Laboratory Technology or equivalent.
- 3+ years' experience working with Laboratory Information System (LIS) customization/configuration and troubleshooting Beckman Coulter REMISOL Advance middleware.
- Ability & willingness to work holidays, some weekends and on-call shifts
Nice to Have
- Strong organizational skills with the ability to work well under pressure in a fast-paced environment.
- Show competency in diagnosing, resolving and documenting complex technical issues.
Additional Information
- During the first year (training period), this position requires up to 25% travel, which may potentially include overnight stays. Once training is completed, the travel will be reduced to up to 5% travel.
- Working either the 2nd Shift hours of 3:00 PM-11:00 PM ET OR 3rd Shift hours of 5:00 PM-1:30 AM ET (Monday to Friday)
