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ARKRAY is hiring a Technical Customer Support Specialist to provide technical support to internal and external customers for ARKRAY clinical laboratory products. The Technical Customer Support Specialist will establish rapport with customers to evaluate and document details for timely identification and resolution of customer inquiries and complaints
The hours for this position will primarily be 2:00-10:30 pm, Monday-Friday. Candidates must have the ability to work a flexible schedule, including night and weekend on-call rotation.
Duties and Responsibilities
Assess, analyze and resolve product complaints using problem-solving, troubleshooting, extensive product knowledge and thorough understanding of clinical application.
Achieve service excellence through technical and communication abilities.
Concise documentation of customer interactions in accordance with ARKRAY policies and procedures.
Dispatch service personnel using all available resources efficiently and cost-effectively.
Build the knowledge base and share information. Become subject matter expert for new and existing instrumentation.
Demonstrate effective working relationships with internal and external customers.
Understand and support departmental goals and initiatives for continuous quality improvement.
Maintain laboratory instruments, equipment and space.
Other duties as assigned to meet organizational needs including but not limited to parts inventory and shipping, data analysis, analyzer setup and inspection, generate estimates for non-contract service requests, train new service representatives.
Knowledge and Skills
3+ years of experience with instrument systems and troubleshooting.
Bachelor's Degree in Engineering, Electronics, or Life Science. Medical Technologist/Medical Laboratory Scientist preferred.
Practical knowledge and understanding of clinical laboratory regulations, laboratory equipment and reagents.
Strong computer skills, proficient with MS Office Suite, Service-based software, CRM.
Detail-oriented and strives for technical excellence.
Ability to maintain positive attitude in high pressure situations.
Effective communication skills, both verbal and written.
ARKRAY is an Equal Opportunity Employer: minorities, women, veterans, and individuals with disabilities are encouraged to apply.
Arkray Usa, Inc.