Technical Support Coordinator

Description

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.

Requirements

• Provides customer support for laboratory and medical testing on devices and reagents.
• Answers questions asked by end-users and distributors regarding the use of our products or instruments.
• Takes calls regarding product complaints and logs them into the complaint database.
• Obtains the pertinent information from the end-user or distributor regarding the specific complaint.
• Initiates the investigation plan, collects previous data for investigation and conducts appropriate follow-up to resolve complaints.
• Informs other departments of the complaint and requests information from the appropriate departments.
• Keeps the customer informed of the complaint’s progress.
• Organizes and summarizes the information obtained into a succinct, coherent, grammatically correct complaint summary.
• Updates the complaint database.
• Coordinates with the Commercial Support Manager & Customer Service department for the return or replacement of goods.
• Issues the Return Goods Authorization number.
• Performs limited testing of returned instruments to verify complaints.
• Tests product samples using appropriate test equipment and procedures as part of the complaint process.
• Performs minor repairs to the HemoPoint H2.
• Performs analysis of data collected from customers and/or during investigations (i.e. linearity plotting, scatter plotting, etc.).
• Manages 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.
• Prepares instruments & associated accessories for inventory as assigned.
• Performs duties in a manner to ensure regulatory compliance.
• Maintains a clean and safe work environment.

EDUCATION and/or EXPERIENCE

• Bachelor's degree (B.S.) or Associates Degree (A.S.) in a science related field; or one to two years related experience and/or training or a combination of education and experience and/or training.
• A Medical Laboratory Technician Certification or Medical Technologist Certification is preferred, but not required.
• Hospital lab or physician lab experience, a plus.
• Technical writing experience is preferred, but not required