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Product Support Specialist

2 months ago

Cincinnati, United States Meridian Bioscience Full time
About Meridian

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

Job Summary

The Technical Services Product Support Specialist will answer all product and instrument related technical questions from customers, the sales force, and domestic distributors. Perform necessary product testing and provide follow-up calls and information. Provide tracking and documentation of Customer Complaints and Inquiries.

Key Duties

KEY DUTIES:
  • Responsible for answering product and instrument related technical questions
    • Document information required for customer inquiries and complaints
    • Perform testing of product and investigational specimens related to customer calls
    • Ensure timely completion of all complaint documentation and follow-up
    • Trace Complaints to determine trends in product and instrument related problems on a regular basis
    • Follow-up with the customers via phone calls and in writing to ensure customer satisfaction
    • Inform appropriate person - Sales Representative, Product Manager, etc. as needed of pertinent information relating to customer and/or product
    • Contact customers regarding product recalls, field corrections and component replacements
    • Send replacement components, products, and instruments to customers.
    • Review Complaint and inquiry records
    • Manage evaluation panel process and improvements
  • Assist in product/process improvements as necessary
    • Work with the Technical Support Director or Manager to evaluate process improvement ideas
    • Relay information regarding product improvements gathered from customers and sales reps to Technical Services Director, Product Managers and other appropriate personnel as needed
    • Collaborate with Research and development on validation needs for new products
    • Evaluate new and existing products as necessary and provide feedback to Product Manager or other appropriate personnel as needed
    • Perform product investigations and comparisons as needed
    • Make recommendations for, and assist in, revising package inserts, product labels, promotional materials, and SOPs.
    • Assist with Sales Representative training as necessary
    • Write Standard Operating Procedures
    • Other duties as assigned.
Qualifications

Education/Experience:
  • Bachelor of Science degree in Medical Technology, Biology, Chemistry, or equivalent relevant experience
  • 3-5 years Clinical Laboratory or diagnostic industry experience preferred
Skills, Specialized Knowledge and Abilities:
  • Must be able to use computers, calculators and lab equipment.
  • Ability to read, understand and follow all company Standard Operating Procedures (SOPs) and guidelines.
  • Must have strong problem solving, troubleshooting, and analyzing skills.
  • Excellent interpersonal, organizational, written, and oral communication and teaching skills.
  • Must be able to empathize with the customer, understand customer needs, act in an urgent manner to resolve customer issues and raise issues internally to the appropriate people in order to resolve customer issues.
  • Must be detail-oriented, well organized, able to make decisions along with the ability to meet strict deadlines and handle several tasks at once along with performing under pressure in a fast-paced work environment
  • Must be able to work independently as well as collaboratively in a team setting with peers and colleagues in a cross functional setting.
  • Must be a self-starter, detail oriented and able to prioritize and balance workloads and timelines.
  • Ability to maintain regular attendance and punctuality requirements.
  • Must be able to work additional hours outside the normal workday (including evenings and weekends).
Requirements (Physical, Mental, Environmental Demands):
  • Ability to walk up and down several flights of stairs throughout the workday in a multi-location facility.
  • Must be able to lift 20 lbs throughout the course of the work shift.
  • Must be able to wear personal protective equipment (gloves, face shields/safety glasses, etc.).
  • Must be able to identify and differentiate color on diagnostic devices or components.
  • Must be able to distinguish color changes in device components.
  • Must be able to adhere to applicable biosafety practices when on the manufacturing floor or in laboratories
  • Ability to stand, stoop, reach, push and pull carts throughout the course of the work shift
  • May be required to sit for long periods of time through the course of the work shift.
  • Position may involve packing and moving of demo instruments and reagent kits
  • Ability to work on PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.
  • Ability to travel by air/car up to 0-5% as needed.


We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing.