Customer Service Specialist - Medical Diagnostic Equipment

Position Summary

 

This position is responsible for The Customer Solution Center Specialist will provide technical phone support for operation, reagents, and hardware of AWI clinical chemistry analyzers. The CSC Specialist will also facilitate the primary training sessions for customers.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

Essential Functions:

· Provide timely solutions to operational and technical problems using troubleshooting tools, training, and experience

· Follow logical troubleshooting steps to isolate failures before escalating to Field Service

· Document all calls effectively following established Quality System procedures

· Maintain a professional appearance and demeanor when interfacing with the customer

· Identify MDR reportable events and inform supervisor immediately

· Understand the Quality System, follow all applicable procedures, inform supervisor when deficiencies are found

· Understand limits of authority and escalate issues to supervisor when appropriate

· Continually reinforce and improve knowledge of operation, chemistry, hardware, troubleshooting, and company procedures through cross-training, practice, and continuing education programs

· Facilitate new operators training course, understand adult learning concepts, reinforce learning objectives, evaluate trainee skills (pre and post), maintain training labs

 

and special projects as assigned.

Knowledge, Skills and Abilities:

· Effective written, oral, presentation skills as well as a logical approach to problem solving.

· Maintain department call return goals

· Comply with department policy for handling billable customers

· Interface with distributors, sales representatives, field service engineers to ensure highest level of customer satisfaction

·  Interface with reagent technology, engineering, quality assurance to ensure the highest level of quality for all products and services

 

 

Understanding, demonstration and comfort with expert customer service skills.

Education and Experience:

· BS/BA in Life Science discipline or Associate of Applied Science in Electrical or Biomedical engineering.

· Three to five years technical experience related to training, troubleshooting and/or technical support.