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Technical Support Specialist II – Acute Care Diagnostics

Instrumentation Laboratory - Bedford

This is a Full-time position in Bedford, MA posted February 22, 2021.

Instrumentation LaboratoryOur Passion.

Your Results.Founded in 1959, Instrumentation Laboratory (IL) is a global leader in the development, manufacturing and distribution of diagnostic solutions for Acute Care Diagnostics, patient blood management and Hemostasis testing.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality.

We’re passionate about providing medical professionals the most valuable and complete solutions to enhance patient care.As an integral part of Werfen, a global healthcare company dedicated to delivering the highest quality in vitro diagnostic products, IL is supported by significant resources, outstanding scientific expertise and a tremendous knowledge base.

IL is headquartered in Bedford, MA, USA.Position Summary:Under direction of the department manager, provides technical assistance to customers and IL field personnel within a product line responsibility.

Troubleshoots, over the phone, answers a broad range of technical questions regarding instrument performance, instrument capabilities, QC concerns and other product concerns as required.

Assists in the training and direction of new personnel within the department.Key Accountabilities:+ Provides first line contact on phone calls for instrument assistance (hardware/software/methodology) when possible, resolves issue with customer during first contact.+ Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered.+ Troubleshoots instrument problems with customer or IL field personnel, ascertaining customer’s willingness and ability to perform necessary tasks.+ When required, obtains necessary information and dispatch service request to appropriate Field Service Representative.+ Assumes responsibility for call until it is transferred to the field.+ Assists in training and guidance of new department personnel.+ Enhances personal knowledge of IL products and other disciplines to increase ability to provide rapid, effective support.+ Acute Care Diagnostics product line specialists participate in on-call rotation after hours/weekends and holidays.+ Represents the department within IL as required to provide proper information for problem resolution.Budget managed (if applicable): N/AInternal Networking/Key relationships:+ To be determined based on department needsSkills & Capabilities:+ Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment.+ Ability to communicate effectively with customers, peers and management through oral and written presentations I reports.+ Demonstrated proficiency in MS Windows operating systems versions.+ Proficient skills in typing, Lotus Notes, Excel, Word and other job critical applicationsMin Knowledge & Experience required for the position:+ Bachelor’s Degree in Medical Technology, Biomedical Engineering or a related field or equivalent experience+ Minimum 3 years’ experience in a clinical setting+ Previous customer support experience is desirableInternational Mobility: Required: noTravel requirements:+