Hotline Agent, Remote, Full Benefit Package, ASCP, Hemostasis, Reagent Support, Medical Labs, Support FSE

Best Staffing Since 1980
  • Direct Hire Positions
  • Parsippany

Website Berman Larson Kane

Best Technical Staffing Since 1980

Hotline Agent

Posting Details, Full-Time, Remote , Mon- Fri 3:30 – Midnight EST

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 concerning instrumentation reagents and applications.
Analyzes, diagnoses and provides troubleshooting support to  customers.
Provides customer retraining by phone concerning instrument operation, application, troubleshooting and maintenance.
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
Provides remote support to all  Digital Products, including Coag. .and Middleware
Responsible for all aspects of dispatching and call documentation per SOP.
Provides feedback to the Hotline Manager concerning instrument or reagent open issues.
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 and reagents.
Escalates complex issues to the appropriate persons, as indicated in departmental SOPs.
Ensures all instruments and reagents are functioning to specification
Drive Customer Satisfaction by interacting with the customer in a professional manner.
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. product knowledge a plus. 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.

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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