Technical Support Coordinator

Summary:

First contact for end-users and distributors regarding product or instrument inquiries and complaints. Works in coordination with the Sales & Customer Service departments to resolve issues. Responsible for returned goods and ensuring that they are placed into inventory, if applicable. Maintains the complaint database.

Essential Functions, included but not limited to:

• Oversee commercial support personnel to ensure processes are followed and executed in an effective and efficient manner.
• Answer questions asked by end-users and distributors regarding the use of our products or instruments.
• Take calls regarding product complaints and log calls into the complaint database.
• Obtain the pertinent information from the end-user or distributor regarding the specific complaint.
• Initiate the investigation plan, collects previous data for investigation and conducts appropriate follow-up to resolve complaints.
• Manage the Peer Group web portal, including customer assistance in creating user accounts, creating/providing the customer User ID and Password, and updating/maintaining the customer database.
• Perform analysis of data collected from customers and/or during investigations (i.e., linearity plotting, scatter plotting, etc.).
• Perform minor maintenance or repairs to hemoglobin analyzers, as needed.
• Test product samples using appropriate test equipment and procedures as part of the complaint process, as needed.
• Contact customer(s) for repair and service, make determination on warranty for the device(s) as needed; obtain account information to include credit information and credit applications/credit card authorizations.
• Ensure all completed credit applications or credit card approval forms go to the appropriate department for account set up.
• Identify and register assets in the complaint database and set warranty information, as needed.
• Inform other departments of the complaint and requests information from the appropriate departments.
• Keep the customer informed of the complaint’s progress.
• Organize and summarize the information obtained into a succinct, coherent, grammatically correct complaint summary.
• Update the complaint database in the Quality Management System.
• Coordinate with the Commercial Support Director and Customer Service department for the return or replacement of goods.
• Issue Return Material Authorization (RMA) number.
• Prepare instruments and associated accessories for inventory as assigned.
• Perform evaluation testing as required.
• Perform limited testing of returned instruments to verify complaints.
• Adhere to current Good Manufacturing Practices (cGMP).
• Comply with Company policies, Quality Management System (QMS) and Standard Operation Procedure (SOPs), etc.

Supervisory Responsibilities:

• None.

Travel:

• None.

• High School Diploma or its equivalent.
• Legally authorized to work in the United States.
• Three (3) years technical support or customer service experience.

Preferred Qualifications:

• Associate or bachelor’s degree.
• Prior hospital or physician lab experience.
• Prior lead or supervisory experience.
• Experience as a technical writer.
• Knowledgeable with Enterprise Resource Planning (ERP) systems or Customer Relationship Management (VRM) software, such as ProAlpha, Oracle, Salesforce, etc.
• Medical Laboratory Technician (MLT) certification or Medical Technologist (MT) certification.

Basic Skills and Abilities:

• Detail oriented with a high level of accuracy, efficiency, and accountability.
• Good computer skills including Microsoft Word, Excel, Outlook.
• Strong organizational skills to meet goals and set priorities.
• Proven ability to handle multiple projects and meet deadlines; work in a fast-paced environment.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Initiative to offer new innovative ideas and improve processes.
• Ability to work independently and as a member of various teams and committees.
• Project a positive company image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner; displays a professional attitude.
• Ability to operate related office equipment, such as computers, and copiers.
• Good typing skills for accurate keystrokes in data entry.

REASONING ABILITIES:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Language Skills:

• Ability to communicate effectively; good written and oral communication skills; ability to read, write, speak, and understand the English language.
• Ability to read and interpret work related documents, technical procedures, or governmental regulations.
• Ability to read and understand reports, business correspondence, and procedure manuals.
• Ability to effectively write and present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to summarize and report the results of product complaint investigations in a succinct, coherent manner using correct grammar and punctuation.
• Excellent telephone manner

Mathematical Skills:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• General knowledge of the metric system units (length, area, volume, capacity, mass, and weight) and U.S. equivalents.
• Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations.
• Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Visual Acuity:

• Close visual acuity to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, and reading.

Physical Demands:

• Must be able to wear and work in personnel protective equipment (PPE) as required.
• Light physical activity performing non-strenuous daily activities of a primarily administrative nature.
• Stationary position sitting for prolonged periods of time while utilizing standard office tools.
• Constant repetitive motions that may include the wrists, hands and/or fingers to operate keyboard and mouse; dexterity and coordination necessary to handle files and single pieces of paper.
• The ability to hear, understand, and distinguish speech.
• Frequently communicate information and ideas with others to exchange information and understanding. Able to exchange accurate information in these situations.
• Frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and rarely lift and/or move up to 50 pounds.
• Often move about inside the facility to access office machinery, correspond with other departments, attend meetings/training, etc.
• Occasionally reaching for items above and below desk level.
• Occasionally required to climb or balance; squat, stoop, kneel, or crouch.

Environment Conditions:

• Well lit, heated/air-conditioned indoor office setting with adequate ventilation.
• Noise level in the work environment is moderate.
• Periodic exposure to low temperatures in controlled refrigerators and/or freezers.
• Some exposure to hazards or physical risks which require following basic safety precautions.