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Technical Support Specialist

Company: Hycor Biomedical LLC
Location: Garden Grove
Posted on: November 18, 2021

Job Description:

At HYCOR we believe you should LOVE WHAT YOU DO.We're looking for innovators who strive to make a difference. We care about our people and our industry of improving the health, well-being and quality of life of individuals with allergic conditions. So, come join us if you do too! What You'll Be DoingThe Technical Support Specialist is a customer-facing role and is considered to be a Subject Material Expert of Hycor's IVD product offering. Timely responsiveness is paramount to success for this role. The primary focus is to address all product performance issues brought forward by the end customer. Additionally, this person owns the voice of the customer and drives product enhancement and continuous improvement to enhance the overall customer experience. This role primarily serves the US market however global affiliate teams and Distributors will escalate product performance issues to this role and require assistance. What You'll Bring to The Table

  • ---------------2-5 years' experience in a laboratory setting, and/or previous technical/customer support
  • Experience with clinical laboratory procedures; CLIA, COLA requirements
  • Experience with medical diagnostic equipment, with some light repair
  • Previous allergy and/or immunology experience helpful
  • Excellent listening skills
  • Excellent oral communication skills
  • Excellent writing and documentation skills
  • Excellent interpersonal skills
  • Excellent problem-solving skills; ability to exercise sound judgment when making decisions related to customers
  • Computer skills (DOS, Windows, Excel, Word)
  • Basic electromechanical and engineering skills How You'll Make an Impact
    • Serve as a direct customer contact to process customer inquiries, concerns, and complaints, ensuring a timely resolution and customer satisfaction.
    • Troubleshoot, triage and resolve product issues and problems with the ability to discern between reagents, consumables, and instrumentation.
    • Provide basic specifications and first tier troubleshooting for LIS interface for the Noveos system
    • Provide end user training for Hycor's IVD product line(s)
    • Mentor and train new team members of the Technical Support, Field Service and Field Application teams regarding technical product knowledge
    • Manage difficult technical issues and escalate to appropriate personnel within the company
    • Assist in the authoring of technical content and/or key processes for both customer-facing and internal use only product documents (e.g SOPs, Troubleshooting Guides, Technical Bulletins, training documents, Operator's and Service Manuals)
    • Assist Marketing and Sales team on strategic sales initiatives and provide customer feedback
    • Conduct periodic Case Study Reviews for the benefit of department team members and peers to understand unique product complaints and resolutions in order share best practices in the area of troubleshooting complex product problems
    • On-call coverage assignments are required as determine by the department manager
    • Assist at trade shows when needed.
    • Assist with in-house repairs and serve as backup for instrument engineers.
    • Assist with in-house testing and software validations as needed.
    • Maintain punctuality and regular attendance.
    • Interact with all co-workers and management in a positive, supportive and cooperative way. What's in It For youYou will get to make an impact! Experience the culture of a small, family-feel, innovative start-up with a 40-year history. Be a part of hands-on decision making and take full ownership of your position.
      Our HYCOR family is truly excited about the importance of our work, and we enjoy being a part of this company plus we have some nice perks like a choice of affordable, comprehensive health insurance plans for the whole family, a 401k matching plan, Paid Time Off, an alternative 9/4 work hours workweek and more. About UsFounded in 1981, HYCOR Biomedical, is a global manufacturer and marketer of in vitro diagnostic products. Since its founding, HYCOR has served the allergy diagnostic testing needs of clinical laboratories, hospitals and doctors' offices worldwide. The recently launched NOVEOS--- builds upon 40 years of experience in specific IgE testing, and supplements the Company's existing line of HYTEC-- products. The company is focused on delivering NOVEOS, a new generation fully-automated allergy system that solves the shortcomings of today's technology, with 1/10th the sample requirement and negligible interference issues.

Keywords: Hycor Biomedical LLC, Garden Grove , Technical Support Specialist, IT / Software / Systems , Garden Grove, California

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