For over 40 years, DiaSorin has been on a mission on five continents to develop, produce and commercialize diagnostic tests for a wide range of clinical areas. Our tests are designed for hospitals and private testing laboratories, in the markets of immunodiagnostics and molecular diagnostics. We believe in a respectful and supportive workplace that attracts and celebrates the uniqueness of a diverse workforce that represents our community and customers.
Position Summary
Provide technical phone, email, and other communication support for medical instrumentation and products for the customer base, both internally and externally, as well as for field based employees (Field Service, Field Applications, System Specialist and Sales). Determines the testing and investigation strategy to be employed to evaluate inquiries and complaints received from the customers by business line in which they are trained and responsible. Summarizes and reports the results of all investigations to the appropriate parties. When necessary, contact the field personnel to discuss the customer’s needs and work towards a solution to address any and all needs for the customer in a timely order to reach the overall objective to meet or exceed customer expectations. Supports all applicable regulations including but not limited to FDA, ISO, and CMD/CAS requirements. The Technical Applications Specialist I will be providing service to customers with regard to remote service support. They will be service/field user and complaint handling trained. The following activities can be performed with appropriate support/mentoring: phone/email troubleshooting, service record auditing and complaint handling. Special projects or tasks are given based upon background, knowledge and interest. Knowledge in the role is quite expansive by business line and employee is expected to seek continuous learning.
Key Duties and Responsibilities
* CUSTOMER-FACING
* Serve as the initial point of contact for customers via telephone and e-mail (or other communication
modes), in the Technical Support Department.
* Receive and document the customer communication in the applicable service management or
complaint handling software; troubleshoot, prioritize, and/or reroute in a timely manner to facilitate
productive and supportive customer relationships.
* Working towards providing consistent guidance and recommendations for the investigation of inquiries
and complaints.
* Working towards providing consistent in troubleshooting and knowledgeable in repairing, and
maintaining medical diagnostic laboratory instrumentation, if instrumentation focused in the role.
* Working towards providing consistent troubleshooting assays, understanding assay/instrumentation
interaction, performing laboratory testing on the assays supported, customer communications, etc. if
assay focused in the role.
* Minimize customer downtime and ensure overall customer satisfaction by attending to customers’
needs in a delicate and intentional manner and manage through to resolution.
* Serve as a member of a team of experts to solve difficult and recurring instrument or assay issues
depending on expertise and business line for customers.
* Provide training, service and support to external and internal customers with regard to instrument
operation and troubleshooting and/or assay support depending on business line.
* At the conclusion of the complaint troubleshooting and final conclusion, or resolution is reached, follow up with the end user who reported the complaint for customer satisfaction purposes.
* QUALITY COMPLIANCE
* Must understand the importance of timely complaint handling (MDR reporting, risk questions,
customer response, investigation, etc) according to the company procedures. Determine if customer
inquiries meet the definition of a complaint according to local procedures and FDA 21 Part 820 CFR
820.
* Ensure quality, accuracy and traceability of records and data to comply with the company’s
documentation protocols. Accurately and legibly complete all documentation on time to result in
compliance with the company’s quality/regulatory requirements.
* Assist in post-production release data and analytics – as required.
* Must know how to navigate technical documentation: Technical Notes, Application Notes, user
documentation (Manuals, marketing material, IFU’s, Dialog, etc), service documentation (Manuals,
etc) and procedures that relate to the work performed.
* Working towards providing consistent for the customer a complaint summary report of the findings
(when necessary).
* Assist with Analyzer and Product Notifications/Recalls, when required.
* Audit and close service records according to current Service Manual documentation and company
procedures – if instrumentation focused in the role and depends on business line.
* Participate in various service activities to gain instrumentation expertise in order to ensure all
customers’ needs are handled in a skillful and effective manner. This includes routing, handling and/or
storing completed documentation, appropriately.
* ANALYTICS AND SUPPORT
* Working towards providing consistent data analysis for assay and/or instrument data is required. The
type of data depends on the business line. Conduct a thorough analysis and support of the complaint
by troubleshooting with the customer, design experiments, arranging for investigation of the complaint,
and processing replacement for the customer while investigating the problem (when necessary).
* Provide reports and summaries of the data and results of investigations (instrument or assay
depending on business line) to all appropriate parties.
* Perform laboratory duties for assay or instrument complaints, may be required if the employee is able
and willing to be on-site at a manufacturing facility – by request.
* INTER- AND INTRA-DEPARTMENT COLLABORATION
* Provide feedback to the appropriate department(s) and management when product issues arise,
which may require the leadership of the Support representative in organizing calls with departments
such as, but not limited to, Operations, Product Development, Corporate Service, SD&I, Commercial,
Field Applications, Field Service, etc. Technical Support is to act as the voice of the customer.
* Consult with Field Service Engineers/Applications Specialists on instrument issues that cannot be
solved via phone troubleshooting. Dispatch the field personnel to the site as necessary.
* Immediately involve the field personnel to escalate difficult scenarios to the field and transfer all
information regarding troubleshooting to ensure the customers’ needs are met in a timely and effective
manner.
* Follow the call escalation procedures as outlined to ensure all calls are being handled properly and
management is made aware of any situations that have reached a critical support level.
* Travel with Field Service Engineer/Applications Specialists to meet and build relationships with
customers while obtaining the necessary hands-on experience on the instrumentation and/or assay as
the business needs allow.
Other Duties and Responsibilities
* Demonstrate dedication to high quality customer service by engaging with customers in a courteous, polite and professional manner
* If included in the business line, position may be a key support for the loaner and demo pool for
customers and the Commercial organization. Loaner check-in procedure may be required for this role
when available in the physical location.
* Responsible for managing workload and scheduling to ensure goals and deadlines are met
* Exercise independent judgment to manage customer complaints and inquiries of diverse scope and
complexity
* Responsibilities for staffing and supporting a 7x24x365 operation may be required
* Ability to work non-standard hours
* Adherence to goals/competencies program to ensure individual and department goals are met
* Perform other duties as assigned.
Education, Experience, and Qualifications
* Bachelor’s in Science, MLT, MT (ASCP) or BS/BA Engineering or related field similar discipline with 2-4 years related experience or an equivalent combination of education and related experience
* Prefer minimum 2 years in clinical lab or medical device industry working with medical instrumentation.
Minimum years of experience could be substituted with research experience.
* Prefer minimum of one or more of the following: 1 year as an Associate Technical Applications
Specialist/Intern, 2 years’ experience in a customer support role (internal or external customers),
minimum 1 year as a DiaSorin/Luminex Field Service engineer or field applications, or equivalent
combination of Education, Training and Experience.
* Solid working knowledge of laboratory processes and procedures
* Exposure to laboratory techniques and the ability to run tests using a wide variety of technologies and
instrumentation
* Some knowledge and understanding of industry related requirements for laboratories
* Assist and gain skill in installation of diagnostic laboratory instrumentation
* Ability to explain correct operation of equipment
* Must be working toward competencies to individually manage department’s tasks and projects
regularly and independently along with daily tasks.
* Basic knowledge of electronics, medical terminology, chemistry, and diagnostics
* Experience working with and understanding Quality System and complaint handling regulations
* Eager to learn and listen to feedback
* Be a self-starter and require minimal supervision on specific tasks
* Ability to learn technical writing
* Ability to explain correct operation of the equipment
* Ability to diagnose problems by separating essential from non-essential variables. Ability to collect,
summarize analyze, and communicate complex information, including but not limited to the status of
field units, support requirements and performance statistics
* Good interpersonal and communication and phone skills including: ability to put others at ease, elicit
information, provide timely communication, develop and maintain good employee and customer
relationships
* Ability to work in a fast paced environment and maintain a professional attitude
* Knowledge of good laboratory and manufacturing practices (GMP) and Quality System Regulations
* Ability to work in a team environment as well as independently
* Knowledge of and skill in using Microsoft Office Products (Word, Excel, PPT) and ability to understand
new software quickly
* Fluent in English
Working Conditions Physical Demands, Travel, etc.
* Travel: Approximately 10%
* Must be able to remain in a stationary position for at least 70% of the time. Various desk
arrangements are encouraged, but not required.
* Constantly operates a computer requiring repeated motions of arms, wrists and hands.
* Occasionally moves in and around the workplace for purposes of accessing office equipment, meeting
with others, etc.
* Occasionally lifts up to and over 15 pounds.
* Requirement for Overtime on Weekdays, Weekends, and Holidays as assigned.
* Shifts may vary based on company’s needs.
What we offer
Receive a competitive salary and benefits package as you grow your career at DiaSorin. Join our team and discover how your work can impact the lives of people all over the world.
We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
DiaSorin Inc and DiaSorin Molecular LLC are Affirmative Action and Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Equal Employment Opportunity
Posters:https://www.dol.gov/agencies/ofccp/posters.
If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email:. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail:or call toll-free 1.800.328.1482.
EMPLOYMENT TERMS: Full-time, 9-month, tenure track PRIMARY DUTY: The successful candidate will demonstrate the ability to teach all lower and...
Apply For This JobTenure StatusNon-Tenure Track Provide Rank: Lecturer Position Number: 097461 Department: College of Education – 260000 Minimum Qualifications Master’s Degree in...
Apply For This JobLocation Chicago, IllinoisBusiness Unit Northwestern Medical GroupJob REQID 96182Job Function Administrative SupportShift Day Job (1st) At Northwestern Medicine, every patient...
Apply For This JobSalary: Open Posting Summary The Learning Centers are seeking experienced college teachers with a strong interest in and commitment to...
Apply For This JobJob Description Company Description We are Olsson, a team-based, purpose-driven engineering and design firm. Our solutions improve communities and our...
Apply For This JobJob Description Company Description We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions...
Apply For This Job