Senior Product Support Specialist Job

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Senior Product Support Specialist Job

ob Responsibilities:

    - Serves as primary customer contact for HBDC clinical laboratories, distributors, Company global business heads, Company marketing HBDC managers and NGO organizations, primary responsibility (Asia and the Americas).
    - Serves as back up and counterpart to European based HBDC support specialist.
    - With HBDC specialist counterpart(s), develop and maintain worldwide accounting of technical support logistics for smooth operations of HBDC business.
    - Design and perform technical training for internal and external clients, including specialized training materials and delivery methods for the HBDC market.
    - Represent Technical Support in project/ operations teams providing customer perspective and communication back to technical support.
    - Handle project/ operations assignments in operations or specific subject matter areas.
      - Develop, write, and edit technical documentation and training materials for internal and external customers.
      - Take SME responsibilities: project team contributions, manuals, PI, post-market monitoring, customer notification tracking.
      - Prepare and maintain training material for technical support team that includes, training presentations, work instructions, package insert review, training quizzes, FAQs and interesting cases.
      - Manage escalations to other departments.

    - Conduct technical trainings for internal departments and customers Provide "On-Demand" technical support (phone and e-mail) for times assigned, including weekends and holidays and as schedule demands.

      - Serve as primary interface with customers contacting Company with technical questions, problems, or complaints.
      - Answer, evaluate, and prioritize incoming phone and email requests for assistance from internal or external customers.
      - Document and update customer reported complains in the CMS related to Company systems and products.

    - Conduct in-depth investigation and data collection for complex technical problems of diverse scope and escalate as warranted.
    - Triage and dispatch issues requiring field support to Field Technical Support Specialists (FTSS) or Field Support Engineers (FSE).
    - Mentor and or lead other TSS or PSS.
    - Review and approve RMAs and review customer complaints for closure.
    - Follow SOPs to ensure accurate and complete complaint handling and documentation in the Complaint Management System.
    - Follow procedures set forth in ISO regulations and QSR for medical device.
    - Meet all KPI's (call volume, closes, quality review).
    - Perform additional tasks as assigned by the Technical Support Manager.

Job Qualifications:

    - 12 years of relevant experience in clinical laboratories and/or medical diagnostic industry.
    - BS/MS or advanced degree in relevant discipline, Clinical Laboratory Science or certification in clinical laboratory science (i.e. MLT/ MLS).
    - Solid knowledge of Company products and systems
    - Able to use all business systems associated with position function
    - Good understanding of SOP's and processes
    - Knowledge and application of computers, MS Excel, MS Word is a must
    - Excellent written/verbal communication and organizational skills.
    - Bilingual preferred, fluent in English and at least one Asian language.
    - Highly organized with attention to details.
    - Ability to follow complex procedures and processes
    - Highly motivated team player.
    - Knowledge of molecular diagnostics is preferred.
    - Flexible to work different shifts, weekend and holidays as needed.

    Deadline: Contact employer

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