Specialist I, Technical Support

Sysmex•,

2d•$30 - $35•Onsite

About The Position

Sysmex, headquartered in Kobe, Japan, with a location in Lincolnshire, Illinois, is renowned worldwide for its diagnostic equipment and information-management systems. The company applies science to enhance the quality of life globally. Their agile team is committed to breakthroughs in laboratory diagnostics, information technology, workflow analysis, and life sciences for the clinical laboratory. This role is a 30-hour per week position.

Requirements

Associates degree or 1-5 years experience in a medical background is a plus, which may include experience in the Armed Forces.
English proficiency a must.
All MS skills and some interface skills.
Be able to explain and interpret complex information that requires patience and understanding.
Ability to make recommendations and defining actions in a clear and concise way.
Ability to apply knowledge from various disciplines, and provide directions that lead to solutions.
Ability to problem-solve comprehensive research, investigation and analysis.

Nice To Haves

MT/MLT certificate preferred
Spanish, Portuguese, or French a plus

Responsibilities

Identify the exact problem with SAI supported instruments through telecommunications dialog and available data/log files via remote access.
Assist customers to effectively troubleshoot for the “root” cause of the problem.
Maintain product knowledge on all SAI supported instruments to analyze and identify instrument problems.
Adhere to all SAI and department standard operating procedures and documentation requirements to meet regulatory and ISO guidelines, including escalating calls when appropriate and monitoring TAC voicemails, auto generated errors, dispatches and overflow calls.
Resolve problems over the phone by instructing/guiding customers through detailed corrective actions.
Follow up with customers when necessary to confirm resolution of problems.
Make decisions about when to dispatch an FSR based on the severity of the problem and customer interactions, utilizing CRM tools to dispatch the appropriate FSR.
Utilize SAI phone system for proper tracking of representative state.
Utilize remote access tools to assist with troubleshooting and coaching customers through resolution.
Capture full documentation of all calls utilizing the SAI CRM with appropriate codes for accurate history reporting.
Perform other duties as assigned.