Specialist I, Technical Support

About the role

Find a Better Way... to use your skills and experience. This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way to improve the lives of others. Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory to build a promising future.

Responsibilities

• Identify through telecommunications dialog and available data/log files via remote access the exact problem with SAI supported instruments and assist customers to effectively troubleshoot for the root cause of the problem.
• Maintain product knowledge on all SAI supported instruments in order to analyze and identify instrument problems.
• Adhere to all SAI and department standard operating procedures and documentation requirements to meet regulatory and ISO guidelines.
• Escalate calls when appropriate and monitor TAC voicemails, auto‑generated errors, dispatches and overflow calls.
• Resolve problems over the phone by instructing/guiding customers through detailed corrective actions.
• Follow up with customers when necessary to confirm resolution of problems.
• Make decisions about when to dispatch an FSR based on the severity of the problem and customer interactions.
• When necessary, utilize the tools provided in the CRM system to dispatch the appropriate FSR.
• Utilize the SAI phone system for proper tracking of representative state.
• Utilize remote access tools to assist with troubleshooting of presented problems and for coaching customers through resolution.
• Capture full documentation of all calls utilizing the SAI CRM with appropriate codes to ensure accurate history for reporting trends and corrective actions.
• Perform other duties as assigned.

Qualifications

• Associates degree or 1–5 years of experience in a medical background (including Armed Forces experience) is a plus.
• MT/MLT certificate preferred.
• English proficiency required.
• Spanish, Portuguese, or French language skills are a plus.
• Proficiency in all MS Office applications and some interface skills.
• Ability to explain and interpret complex information with patience and understanding.
• Ability to make recommendations and define actions clearly and concisely.
• Ability to apply knowledge from various disciplines and provide directions that lead to solutions.
• Ability to problem‑solve through comprehensive research, investigation and analysis.

Pay

The hourly pay range for this role is $30.00 - $35.00 per hour. Shift differential and time and a half for overtime also apply. Within this range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and training.

Benefits

• Choice of health care plan (medical, vision, and dental insurance)
• Annual incentive bonus