Technical Support Specialist

Summary:

ALCOR Scientific, LLC is a leader in innovative products for the medical device industry. We are in Smithfield, RI and are currently looking for a full-time on-site Technical Support Specialist. This individual Provide support to ALCOR customers, distributors, and field personnel for instrument and assay integration and training, as well as troubleshoot and resolve instrument and/or reagent problems remotely and onsite as needed.

Must effectively communicate with the customer to ensure an understanding of their needs, manage their expectations, and assist with meeting their quality, regulatory, and validation requirements.

Decision-making ability is a key attribute in this role. Individual must be able to discern when to refer the issue to Engineering and/or Senior Management. Much of the communication will be with potential customers, and therefore communication that is consistent with the direction of Marketing is critical.

Duties:

• Provide technical product support over the phone and via email in order to ensure end user customers are able to go live with laboratory instrumentation as quickly as possible and experience minimal down time
• Identify and document product failures; issue RMA’s as required
• Follows Quality procedures and initiates changes/improvements to procedures while adhering to ALCOR Quality Management System
• Field service and support as deemed appropriate by Management
• Work with Sales and Marketing to coordinate and implement multi-site/multi-instrument integrations
• Ensure customer satisfaction with ALCOR Diagnostic products is maintained
• Document and escalate technical issues to R&D/ Technical Director as needed
• Document and Escalate customer issues to Sales Management
• Provide product feedback/customer suggestions to Technical Director
• Promote continuous improvement
• Interact with Customer Service, Sales, Marketing and Senior Management to continually evaluate and improve the product support solutions channel and strategy.
• Remain flexible in filling other project roles as required

Qualifications:

• Provide quality service to ALCOR’s internal and external customers in all assigned tasks.
• Experience with Microsoft Office programs such as Excel, and PowerPoint.
• Experience with multiple Desktop and Laptop configurations and environments
• Basic statistical and analytical abilities
• Strong interpersonal skills and strong problem-solving skills
• Excellent presentation and written communication skills
• Strong interpersonal skills and strong problem-solving skill

Education, Experience and Competencies :

• Minimum - Associates degree in Medical Technology
• Preferred - Bachelor’s degree in Medical Technology
• Minimum 3-5 years of experience in a Clinical Laboratory setting as a Generalist or in Hematology. Preference given to candidates with experience on ALCOR Scientific products or in technical field service or in diagnostic help desk
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; listens for understanding and gets clarification; responds well to questions
• Written Communication -- Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information
• Motivation--Sets and achieves goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence
• Professionalism--Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to Relocate:

• Smithfield, RI 02917: Relocate before starting work (Required)

Work Location: In person