Technical Clinical Product Support Services Specialist I
Under basic direction, the scope of this position is responsible for addressing customer calls and emails relating to infectious disease product inquiries, opinions/suggestions and complaints concerning a variety of the company's products, including a isothermal nucleic acid amplification technology test, using professional concepts, technical knowledge, and companys strategies, tactics, and policies and procedures formulated in association with management, with the objective of satisfactorily addressing the customer's inquiry or complaint.
Tasks and Responsibilities:
Field customer calls and emails and apply troubleshooting skills to assist customers with appropriate responses to product inquiries, opinions/suggestions, and complaints, using strategies and tactics formulated by management.
Document cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation.
Authorize return of product or submission of samples for investigation.
Determine replacement of product as per guidelines.
Track and manage open cases and follow up with customers in a timely manner.
Multi-task effectively on daily basis. Use time management skills to be productive and deliver positive, concrete results. Adapt to change readily.
Document customer letters, job aids and other technical information.
May Contribute to Technical Services seven-day, 24-hour support by providing on-call, after-hours support according to Technical Services On-call Policy.
Apply working knowledge of diagnostics on clinical and technical level.
Apply knowledge of federal and other regulations related to clinical testing, diagnostics and medical device industry, e.g. CLIA, ISO, ISO 13485.
Apply working knowledge of systems with software and hardware components in order to support products and services, as assigned.
Exhibit professional and positive behavior with both internal/external business associates that reflects positively on the company and is consistent with the companys policies and practices.
Exercise appropriate judgment in addressing issues and making recommendations.
Understand and be aware of the quality consequences which may occur from the improper performance of specific job responsibilities. Aware of device defects that may occur in area of responsibility, including product design, verification and validation, manufacturing and testing activities.
Preferred educational background:
BS/BA degree in life sciences or other relevant subject.
Previous clinical lab or medical device manufacturing preferred
Molecular experience a plus