Responsibilities

• Deliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.
• Provide remote diagnostics for innovative automated laboratory track systems and instrumentation
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
• Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
• Supports the Technical Service telephone line by providing emergency technical assistance.
• Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
• Contributes to team goals and objectives through active participation.
• Promotes Professional Services
• Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
• Attention to detail, superior interpersonal skills and good problem-solving skills
• Troubleshooting hardware and software issues.
• Upgrading systems to enable compatible software on all computers.