Description: Senior Technical Support Consultant – Medical Products
Duties:
• Provide frontline support to mission critical medical slide and cassette printers via a dedicated phone queue.
• Provide email support to medical slide and cassette printer customers.
• Provides answers to customers by identifying problems, researching answers and guiding customers through corrective steps.
• Call back customer’s who have contacted other support reps or departments.
• Perform product demonstrations via phone and screen sharing software. Third party sales representatives will setup these demonstrations.
• Create documentation, knowledgebase articles and instructions to help customers and other representatives provide better support to customers.
• Suggest product and process improvements when problems are encountered. Recognize and report trends to management.
• Consult with customer IT personnel on network setup options and their Laboratory Information Management Systems (LIS) integration options.
• Program print templates for use with slide and cassette printers using specialized software
• Take personal responsibility for all issues encountered. Follow them through until they are resolved by consulting with engineers, service, manufacturing personnel.
• While performing service of the products is not required, the position requires a keen knowledge of how such service is performed and the ability to describe to customers the service required to fix or update key components of the products. Understanding the mechanics of how the equipment works is necessary.
• Provide secondary support for other customers using label printing system.
Skills/Qualifications: Experience supporting mission critical equipment with service level requirements clearly defined. Excellent written communications skills are required. Advanced knowledge of Windows from XP to 10 is required. Fantastic customer service skills are required. Nearly perfect “American accent” is highly desirable. Networking skills are desirable. A hands on equipment service experience is desirable.
Send applications to
techjob.medical@outlook.com
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