Technical Support Specialist

SUMMARY:
 ALCOR Scientific, a leading provider of diagnostic instrumentation and medical devices, is seeking a Technical Support Specialist who provides technical assistance to customers with ALCOR equipment in a safe and courteous manner and in accordance with established standards and procedures.

Position Type
: Full-time, On-Site

Work Schedule
: Monday through Friday, 8-hour shift

DUTIES AND RESPONSIBILITIES:

• Actively facilitate lead gathering, qualification, and follow-up for tradeshows and other lead sources
• Collaborate with sales to maintain revenue from existing accounts in assigned territories by selling consumables, and other products.
• Guide customers through installation of new iSED analyzers, and educate end users on how to achieve optimal product performance
• Process data from crossover studies performed on new analyzers
• Provide technical product support over the phone and via email to ensure end users can go live with laboratory instrumentation as quickly as possible and experience minimal down time
• Develop and support web based operational training programs for new iSED customers
• Follow quality procedures and initiate changes/improvements to procedures while adhering to ALCOR Quality Management System, and cGMP guidelines
• Provide on-site application support as deemed appropriate by management
• Support web-based quality control peer review program by setting up new customers, monitoring usage, and resolving customer issues
• Ensure customer satisfaction with ALCOR Scientific diagnostic products is maintained
• Provide prompt, accurate telephone support to customers while achieving the highest level of customer satisfaction.
• Create cases in Salesforce that record customer interactions that contain customer issues, the action provided, and verification that resolution was achieved, according to Alcor Scientific regulatory guidelines
• Document and escalate technical issues to R&D and the Director of Marketing as needed
• Provide product feedback/customer suggestions to Director of Marketing
• Assist in coordinating team activities to develop action plans to resolve customer technical issues.
• Responsible for execution of agreed upon plans to achieve a consistent response to customers.
• Document and communicate complaints within Alcor Scientific regulatory guidelines.
• Interact with the Diagnostic Product Manager through appropriate escalation of customer issues to obtain prompt resolutions.

QUALIFICATIONS/COMPETENCIES:

• Technical or Associates Degree in related field, i.e. Medical Laboratory Science or equivalent
• Two years of Experience in Laboratory Environment or Medical Device Servicing
• Must complete all required ALCOR QMS training for Technical Support Role.
• Customer Service skills; ability to communicate professionally and effectively.
• Proven ability to handle multiple projects and meet deadlines
• Ability to understand and follow written and verbal instructions.
• Ability to understand any and all safety requirements and cautions

EQUAL OPPORTUNITY EMPLOYER | DRUG-FREE WORKPLACE

Alcor Scientific LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Alcor Scientific LLC a drug-free workplace.