Job Description Job Description
This role will provide telephone/email and/or on-site technical support to customers for capital equipment and reagents including but not limited to Sediplast, Sed-Chek 2, Sedimat II, Sedimat 15/15 Plus, Sediten, Point of Care, OC-Auto Micro 80, OC-Auto Sensor Diana, PATHFAST, and OC-Auto Sensor io. Perform on-site analyzer installation including customer training to operate the analyzer and understand the reagents used to operate the analyzer.
Essential Functions and Duties include the following. Other duties may be assigned to meet business needs: - Answer and return phone calls/emails from customers, sales representatives, and internal staff to provide technical assistance with laboratory operations and assay-related functions/questions as defined in all relevant departmental SOP's.
- Conduct customer telemarketing and record it in the inquiry software system CQ
- Participate in Sedimat and Sediten Extended Warranty Program and document in Inquiries Software System CQ.
- Travel up to 50% of the time to customer sites to perform analyzer set up and installation, assay, reagent, and implementation training, attend tradeshows/conventions and public/customer relation visits.
- Participate in on-call coverage after hours, evenings, overnight, and weekends as needed.
- Complete installation and training paperwork and record customer follow-up activities.
- Initiate, maintain, and complete tickets in Feedback Handling Software CQ.
- Perform training on agreed upon topics and type of equipment for new recruits, internal staff, and the company's sales representatives.
- Perform clinical laboratory activities including, but not limited to, proficiency testing, product qualification studies, value assignment, especial studies, lab and analyzer maintenance, correlation, and troubleshooting.
- Provide reimbursement support for all assays sold.
Qualification / Requirements: - Minimum of associate's degree in medical technology, health sciences, or biology, plus working experience in a clinical laboratory or other clinically related field.
- Have excellent interpersonal and communication skills and the ability to be a collaborator.
- Have excellent time management and organizational skills.
- Can multitask.
- Have good voice and diction.
- Working knowledge of Microsoft Word, Excel, and Power Point.
- Must be available as needed.
- As required for client credentialing, position may require additional in-depth background checking including drug screening, proof of immunizations and other clearance to enter client sites.