Job Description - Technical Support/Customer Service Representative in Irving
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Technical Support/Customer Service Representative

Ref: US_EN_6_971578_1470522

Posted on 16 November 2022

Job Summary

Technical Support Representatives provide hybrid technical support to customers and field personnel for diagnostic products, instruments and assays. This role serves as a first point of contact for medical diagnostics customers with instrument and / or assay issues. The representative is also responsible for developing customer relationships and enhancing customer experience. The role will initially include answering inbound phone calls, opening Service Tickets & triaging those tickets. This role will evolve to include troubleshooting & diagnosis of complex technical issues.

  • Customer Service Techs will have a thorough understanding of all departmental operations and provide support to customers and field personnel as the primary contact for trouble shooting and resolving product problems; provides critical account support where required; handles high volume of critical, high risk accounts in addition to other routine requests.
  • Applies knowledge and creativity to recognize cause and effect conclusions. Integrates corporate wide and marketing specific strategies and objectives in day to day operations.
  • Handles customer phone calls related to products; analyzes problems and directs customers in troubleshooting activities; tests success of troubleshooting and diagnoses the probably cause; systematically eliminates alternatives; provides troubleshooting solutions and training as appropriate.
  • Documents product complaints and inquiries within established guidelines.
  • Provides data to the organization on customer uses/preferences leading to customer driven design/customer usability; Performs work in accordance with defined methods and procedures.
  • Main responsibilities

    1. Manage and resolve complex customer issues via remote technology such as instrument screen sharing, predictive alerts, Log Analysis Tools, and link IoT solution.

    2. Analyze problems, diagnose probable causes, and utilize troubleshooting techniques to resolve customer issues using technical information such as Operation Manuals, Knowledge Management, and Log Analysis Tools.

    3. Utilize strong interpersonal communication skills while engaging with customers to resolve issues using Achieving Service Excellence model.

    4. Utilizes the ticket documentation system to ensure all meaningful data is captured to support product design/customer usability per compliance standards.

    5. Demonstrate ability to recognize and document product performance trends within the quality system by using the Global Service Reports.

    6. Communicates with peers, including Sales, Field Service, Global Service Support, and Quality via phone, e-mail, or instant messaging.

    7. Collaborates with team members and other support teams to ensure issue resolution.

    8. Must be available to work odd shifts in this busy 24x7x365 Technical Call Center.


  • Bachelors Degree in Medical Technology or equivalent science degree.
  • 2-3 years’ experience in a medical/hospital laboratory are preferred.
  • Candidates who possess an Associate's degree will be considered with 2-3 years' relevant experience in a medical or hospital laboratory.
  • Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records


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