Description
Primary Function/Primary Goals/Objectives:
Thorough understanding of all departmental operations Provides support to customers and field personnel as the primary contact for troubleshooting and resolving POC product problems; provides critical account support where required; handles high volume of critical, high-risk accounts in addition to other routine requests. Applies knowledge and creativity to recognize cause and effect conclusions. Integrates corporate-wide and marketing-specific strategies and objectives in day-to-day operations.
Major Responsibilities: Responsible for implementing and maintaining the effectiveness of the quality system. Handles customer phone calls related to POC products; analyzes problems; directs customers in troubleshooting activities; tests success of troubleshooting; diagnoses probable cause; systematically eliminates alternatives; provides troubleshooting solutions and training as appropriate. Documents product complaints and inquiries within established guidelines. Provides data to the organization on customer uses/preferences leading to customer driven design/customer usability Performs work in accordance with defined methods and procedures
Minimum Education Required: High School Diploma is required. Certificate or Associates in Life Sciences, Medical Technology, Engineering, IT, or related fields is preferred.
Minimum Experience/Training Required: 2 years of lab or nursing or med tech or related medical technical experience
OR 2 years of hardware, software, and networking technical support is required.
Accountability/Scope: Accountable for providing technical customer support for multiple product families representing $40mm - $50mm in POC Hospital products annual sales. Makes timely technical decisions with high risk of consequences to the business. Example: one national account or key account can represent $1mm or greater in annual sales. Cultivates relationships with internal and external customers. Has direct impact and influence affecting customer relationships across multiple US and Canada market segments (hospital labs, reference labs, physician's offices, nursing homes, etc), with a direct impact on thousands of customers, including the most high profile and influential accounts. Act as technical mentor, technical advisor to assist others, interact with R&D, Marketing, QARA, external vendors, and peers regarding product development/improvement issues Represent Customer Support to customers and VIPs Prepare and present technical information to peers and management
Description 2 years of lab or nursing or med tech or related medical technical experience OR 2 years of hardware, software, and networking technical support is required. RESPONSIBILITIES:
Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards. Diagnose problems by asking accurate, concise questions in a professional and timely manner. Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate, assist in projects as needed.
COMPETENCIES:
Excellent customer service, interpersonal, organizational and communication skills; Ability to work in a fast paced changing environment; Understanding of Windows based applications; familiarity with relevant operating systems, the Lotus and Microsoft Suite of products, the Internet and networking; ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures.
QUALIFICATIONS:
Associate degree in Computer Science or a related discipline, and at least one, typically three years experience in IT or an equivalent combination of education and work experience. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs. MUST BE BILINGUAL IN ENGLISH/FRENCH.
SKILLS
MUST BE BILINGUAL IN ENGLISH/FRENCH.
Synectics is an Equal Opportunity Employer.
