TECHNICAL SUPPORT SPECIALIST TO PROVIDE SUPPORT TO CUSTOMERS OVER THE PHONE

Technical Support Specialist I

 

International Technidyne Corporation, located in Piscataway, NJ, is a world leader in the development and manufacturing of Point-of Care blood coagulation diagnostic systems. We are committed to developing, manufacturing & marketing safe, easy to use, & reliable products that are used by doctors, nurses & medical practitioners where care is provided to patients.  We currently have an opportunity for a Technical Support Specialist I.

 

 SUMMARY:



ITC maintains a Technical Support call center that operates 24/7 in order to support all ITC medical devices post sales.  The primary function of the Technical Support organization is to be available 24/7 for customer (external or internal) inquires and provide assistance and troubleshooting to resolve technical questions / problems, or other customer inquiries relating to ITC products or services post sales.  Technical Support Specialists are required to provide coverage for an on-call shift on a rotating basis.  The Technical Support specialist must be able to provide accurate information to the caller or have the understanding of when to escalate issues to other appropriate resource in order to resolve the customer’s inquiry in an expeditious and professional manner.  Technical Support Specialist is also responsible for implementing and maintaining the effectiveness of the quality system relating to their scope of their activities.  Technical Support specialist work closely with R&D, QA/QC, Clinical Affairs, Operations, and Regulatory Affairs to facilitate appropriate company efforts to resolve customer issues and while maintaining regulatory compliance.  The individual may also be required to provide customer on-site assistance based on the criticality of the issue.

 

DUTIES/RESPONSIBILITIES:

Basic Responsibilities

1.  Ensure that customer contacts / complaints are accurately documented and responded to in a timely manner.

2.  Provide a professional and technically competent demeanor at all times and provide accurate information during the course of customer contact

3.  Consult with ITC functional experts as appropriate to ensure accurate and complete information is available to be communicated to customers.

4.  Provide routine communication of customer complaint summaries to all applicable functions and levels of management at ITC.

5.  Complete RMA (return authorizations) as applicable to customer complaints and arrange for replacement shipments to customers.

6.  Provide customers with schedule commitments when follow-up action / information are needed and complete same.

7.  Keep members of the sales organization apprised of their customer’s issues and resolution.

8.  Travel (up to 10%) and work with key customers when complaints cannot be resolved by using troubleshooting techniques on the phone.

9.  As required, review clinical data for accuracy and assess potential issues with clinical data.

10.  Support field corrective action or field replacements when and if necessary.

11.  Update Technical Advisories and user protocols when necessary.

12.  Maintain current knowledge of ITC technology and its clinical application and use.

13.  Maintain an accurate daily log of all activities including initial contacts and follow-up.

14.  Maintain strong communications and work relationship with marketing, sales, and customer service staff on technical issues and customer needs

 

EDUCATION AND EXPERIENCE:

 

College (BS, BA) or equivalent combination of education and experience

Medical Technology (MT) Degree or a Respiratory Therapy (RT) degree preferred

1 + years of technical support, customer interaction or telephone call center experience

Relevant Laboratory (clinical or research) experience a plus

 

There is no relocation assistance available for this opportunity.  We offer an excellent benefits package including medical/dental and vision, EAP, 401K, ESPP & tuition reimbursement. EOE M/F/D/V.

 

To apply, please visit www.itcmed.com then search for this opportunity under "Career Opportunities".