Technical Applications Specialist

Diasorin•Austin, TX

5d•Onsite

About The Position

The Technical Applications Specialist is responsible for receiving complaints and inquiries from customers and partners for all Luminex supported products, documenting all customer communications, triaging complaints as required, and leading investigations for issue resolution. This role will contribute to the maintenance of the Install Base, Knowledge Management database, and all administrative duties associated with Technical Support and perform laboratory duties when needed as part of troubleshooting efforts, coordinating with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA and Operations) for customer management and issue resolution and perform independent data analysis and problem solving. Role will be remote in the US. Candidate can live anywhere within the US. Ideal hours will be 8am - 5pm Pacific Time.

Requirements

Bachelor's Degree
Bachelor’s degree in Biology, Molecular Biology, or similar discipline with 0-2 years related experience or an equivalent combination of education and related work experience
Practical experience in a clinical or research laboratory
Knowledge of laboratory processes and procedures
Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities
Customer-facing work experience preferred
Ability to communicate clearly and professionally, in verbal and written format, important
Ability to work independently and as part of a team
Must work onsite at Luminex office

Nice To Haves

Experience in a GMP environment an asset
Experience with Salesforce.com CRM an asset
Familiarity with CLIA, CAP, and JCAHO requirements are an asset

Responsibilities

Demonstrate dedication to high quality customer service
Ensure customer satisfaction by receiving assay, hardware, and software complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution
Exercise independent judgment to manage customer complaints and inquiries of diverse scope and complexity
Responsible for managing workload and scheduling to ensure goals and deadlines are met
Document all customer calls, emails, and interactions in the call center database
Perform laboratory experiments in support of product investigations or perform product testing
Contribute to the Knowledge Management database with the use, creation, and editing of Articles
Update the customer Install Base per departmental processes
Coordinate with other departments (Business Managers, Field Service and Molecular/Field Applications Support teams, QA, RA, and Operations) for customer management and issue resolution
Support Technical Applications Specialists in complaint handling
Train new employees on processes and procedures, as part of onboarding activities or supplemental product training
On-call responsibilities for 7x24x365 operations - average of 2 - 3 times per year
Ability to work non-standard hours; limited travel may be required
Adherence to goals/competencies program to ensure individual and department goals are met