Hotline Agent Medical Lab International Equipment Manufacturer solid Benefits

Website Best Staffing Options Berman Larson Kane

This position will be on site in Parsippany, NJ.┬áHours: Monday – Friday 6:30am – 3:00pm

Summary: Provides phone support on instruments, reagents and application for Customers. Troubleshoots with customer in order to resolve issues by phone, and dispatch FSE/TSS as applicable. Utilize resources and tools to expedite problem resolution. Records all required documentation while remaining compliant to all applicable SOPs. Drives customer satisfaction through professional and timely issue resolution.

Essential Duties & Responsibilities

  • Provides Technical telephone troubleshooting to customers for instrumentation and reagents manufactured.
  • Provides remote support to all Digital Products. Includes installation and initial configuration of Coag.One, and various Middleware/Instrumentation configurations.
  • Develop Digital Product knowledge and understanding in order to aid/support Digital Product Sales and Marketing initiatives and strategies through interactions with customers during support activity
  • Analyze, diagnose and provide troubleshooting direction for SCL and DSI customers.
  • Train customers on the telephone, or in person, regarding operation, application, troubleshooting and maintenance.
  • Responsible for all aspects of dispatching and call documentation.
  • Determines need for FSE or TSS field intervention and dispatches when needed.
  • Provides feedback to Hot line manager concerning any instrument or reagent open issues.
  • Demonstrates high level of knowledge regarding all instruments.
  • Escalates complex issues to the appropriate persons, as indicated in departmental SOPs.
  • Consults with hot line staff to ascertain that instruments and reagents are functioning up to specification.
  • Assists with special projects as assigned by management.

Education & Requirements:

  • Bachelor’s degree in related field from an accredited four-year college or university required, Medical Technology/Medical Laboratory Technology/Engineering preferred;
  • Minimum 3-5 years related experience with Hemostasis experience required. Field support experience preferred.
  • ASCP preferred.
  • Up to 20% travel. Ability to travel domestic or internationally, if needed.


  • To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence describing technical issues.
  • 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.
  • Type 30 words per minute.

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as required by Executive Order 14042 and the Safer Federal Workforce Task Force COVID-19 Workplace Safety: Guidance for Federal Contractors and Subcontractors.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

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