Technical Support Specialist - Non-IT/ Medical Device Support

Description: About Dynex: Founded 70 years ago, DYNEX® TECHNOLOGIES, Inc., is a leading designer and manufacturer of fully automated ELISA microplate workstations, laboratory instruments and associated consumables and accessories, seamlessly integrating advanced detection with fully automated sample handling. Our talented, multidisciplinary staff includes design and service engineers, applications scientists, marketing specialists and precision-manufacturing experts. All dedicated to perpetual innovation in product design and new application frontiers to deliver cutting-edge microplate processing systems that meet the rigorous demands of the most challenging applications and ultimately improve health outcomes and enhance life.

Job Summary: The technical support specialist is responsible for supporting Dynex automated Elisa instruments in a customer facing role via telephone and email.
Requirements: Essential Functions: This position will train to become the expert in the service and operations of Dynex automated ELISA Processing Systems to include the DSX, DS2, Agility and Multiplier instruments. Perform help desk duties by providing technical support and troubleshooting directly to end users via telephone and email. Follow-up technical assistance to ensure customer satisfaction with solutions to problems and complete all required follow-up documentation. Support internal customers such as field service engineers, sales and marketing representatives via dispatch, technical troubleshooting, spare parts shipments and document creation & review.
Document customer complaints and records according to QA procedures. Serve as product expert and customer advocate on cross functional product development teams, and work with Engineering, QC and other departments to assist in complaint investigations. Adhere to Dynex and QA policies & procedures. Maintain customer/client databases.

Supervisory Responsibilities: None.

Success Factors: Ability to work independently and prioritize multiple tasks from multiple sources with little direction. Dependable and highly organized. Willing to take on and resolve a variety of tasks. The individual must possess excellent written and verbal communications skills.

Minimum Qualifications / Education: B.S. Degree in an engineering, technical or biological field preferred. Experience with Elisa automated instruments in a diagnostics lab environment a plus. Knowledge of instrument operations and function as well as knowledge of assay development and troubleshooting also a plus. Experience with Dynex instruments, DSX, DS2 and Agility are highly desired.

Computer Skills: Proficient in CRM/service software, MS Office and Outlook.

Work Environment: Shift hours to accommodate Eastern to Pacific Time zones and satisfy customer needs. Some remote work may be possible.

Physical Requirements: Must be able to meet National Institute for Occupational Safety & Health (NIOSH) Standards.

NPM16

Essential Functions: This position will train to become the expert in the service and operations of Dynex automated ELISA Processing Systems to include the DSX, DS2, Agility and Multiplier instruments. Perform help desk duties by providing technical support and troubleshooting directly to end users via telephone and email. Follow-up technical assistance to ensure customer satisfaction with solutions to problems and complete all required follow-up documentation. Support internal customers such as field service engineers, sales and marketing representatives via dispatch, technical troubleshooting, spare parts shipments and document creation & review.
Document customer complaints and records according to QA procedures. Serve as product expert and customer advocate on cross functional product development teams, and work with Engineering, QC and other departments to assist in complaint investigations. Adhere to Dynex and QA policies & procedures. Maintain customer/client databases.

Supervisory Responsibilities: None.

Success Factors: Ability to work independently and prioritize multiple tasks from multiple sources with little direction. Dependable and highly organized. Willing to take on and resolve a variety of tasks. The individual must possess excellent written and verbal communications skills.

Minimum Qualifications / Education: B.S. Degree in an engineering, technical or biological field preferred. Experience with Elisa automated instruments in a diagnostics lab environment a plus. Knowledge of instrument operations and function as well as knowledge of assay development and troubleshooting also a plus. Experience with Dynex instruments, DSX, DS2 and Agility are highly desired.

Computer Skills: Proficient in CRM/service software, MS Office and Outlook.

Work Environment: Shift hours to accommodate Eastern to Pacific Time zones and satisfy customer needs. Some remote work may be possible.

Physical

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