Clinical Chemistry Application Support Lead
SummaryThe Technical Support Lead will coordinate the activities related to the Technical support department to meet the company goals as directed by the Manager of Commercial Operations for Clinical Chemistry, US.
The individual is responsible for maintaining a positive and professional demeanor of the Technical support department, while solving complex issues efficiently for customers and Management.
Essential Duties and ResponsibilitiesAct as a Second-Level support for more advanced technical issues encountered by end-users, other Technical service team members, and system Analysts.
Ensure company and department polices are being followed and that they accurately reflect the procedures being performed.
Assist in the development and maintenance of Technical Support's customer base.
Develop and implement techniques and procedures to ensure quality service and improve customer satisfaction with the Technical Support department.
Expeditiously dispatch service or training when needed.
Communicate troubleshooting steps used, possible resolutions, and parts required to other Technical Support team member's and management when necessary.
Ensure prompt handling and follow through for all customer calls with Appropriate final resolutions that are acceptable for the customer and ElITechGroup.
Report critical issues, unresolved issues, and unsatisfied customers to the Commercial operations manager.
Prepares appropriate sales documentation for orders obtained.
Send appropriate paperwork to the following areas for processing, customer service, finance, and training department.
Continuously improve troubleshooting skills, customer tools, and department workflow to increase customer satisfaction.
Provide telephone support to customers and field personnel when required.
Assist Commercial Operations Manager with developing troubleshooting plans, and training plans for Technical support employees.
Look at ways to improve overall flow of department and any improvements of documents.
Provide the commercial operations Manager weekly, monthly, quarterly basis.
Call logs, trend reports, reports for the Monthly CAT meeting, weekly call review.
Keep Commercial Operations manager apprised of inventory levels of supplies, reagents and parts, of any shortages or supply interruptions.
Communicate all instrument leads, reagent pricing quotes to Commercial Operations Manager, and assist with any service quotes or service quotes to customers who do not have service contracts.
Works with Commercial Operations Manager to maintain any Technical support notices, and work with QA on change orders and getting them through the process.
Travels to customer's sites for training.
Understand the importance of CLIA, COLA, JACO and how and why it effects the customer's laboratory.
Assists with related special projects, as required.
QualificationsEducation and/or ExperienceBachelor's degree or equivalent preferably in science or medical related area.
Medical technologist preferred.
Strong leadership and interpersonal skillsStrong knowledge of Excel, Outlook, PowerPoint and Word a plus.
%38931109% %% category %% Recommended Skills Clinical Chemistry Customer Satisfaction Customer Service Expediting Finance Interpersonal Skills Estimated Salary: $20 to $28 per hour based on qualifications.
The individual is responsible for maintaining a positive and professional demeanor of the Technical support department, while solving complex issues efficiently for customers and Management.
Essential Duties and ResponsibilitiesAct as a Second-Level support for more advanced technical issues encountered by end-users, other Technical service team members, and system Analysts.
Ensure company and department polices are being followed and that they accurately reflect the procedures being performed.
Assist in the development and maintenance of Technical Support's customer base.
Develop and implement techniques and procedures to ensure quality service and improve customer satisfaction with the Technical Support department.
Expeditiously dispatch service or training when needed.
Communicate troubleshooting steps used, possible resolutions, and parts required to other Technical Support team member's and management when necessary.
Ensure prompt handling and follow through for all customer calls with Appropriate final resolutions that are acceptable for the customer and ElITechGroup.
Report critical issues, unresolved issues, and unsatisfied customers to the Commercial operations manager.
Prepares appropriate sales documentation for orders obtained.
Send appropriate paperwork to the following areas for processing, customer service, finance, and training department.
Continuously improve troubleshooting skills, customer tools, and department workflow to increase customer satisfaction.
Provide telephone support to customers and field personnel when required.
Assist Commercial Operations Manager with developing troubleshooting plans, and training plans for Technical support employees.
Look at ways to improve overall flow of department and any improvements of documents.
Provide the commercial operations Manager weekly, monthly, quarterly basis.
Call logs, trend reports, reports for the Monthly CAT meeting, weekly call review.
Keep Commercial Operations manager apprised of inventory levels of supplies, reagents and parts, of any shortages or supply interruptions.
Communicate all instrument leads, reagent pricing quotes to Commercial Operations Manager, and assist with any service quotes or service quotes to customers who do not have service contracts.
Works with Commercial Operations Manager to maintain any Technical support notices, and work with QA on change orders and getting them through the process.
Travels to customer's sites for training.
Understand the importance of CLIA, COLA, JACO and how and why it effects the customer's laboratory.
Assists with related special projects, as required.
QualificationsEducation and/or ExperienceBachelor's degree or equivalent preferably in science or medical related area.
Medical technologist preferred.
Strong leadership and interpersonal skillsStrong knowledge of Excel, Outlook, PowerPoint and Word a plus.
%38931109% %% category %% Recommended Skills Clinical Chemistry Customer Satisfaction Customer Service Expediting Finance Interpersonal Skills Estimated Salary: $20 to $28 per hour based on qualifications.
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