Technical Support Specialist

3 weeks ago

Cincinnati, Ohio, United States Meridian Bioscience Full time

Job Summary

The Technical Support Specialist is primarily responsible for delivering formal technical training, validation assistance, and implementation support for Meridian's molecular and UBT platforms within the assigned geographical region.

Responsibilities include answering product and instrument-related technical questions from customers, the sales force, and domestic and international distributors as needed.

Additional duties may include conducting product demonstrations at customer labs, instrument setup and software upgrades, preparing and presenting topics to hospitals or laboratories, and training and validation support for immunoassay product lines as needed.

Key Duties and Responsibilities:

  • Deliver product training to customers on equipment use, monitor customer installations of instruments and product use to ensure proper performance, improve customer satisfaction, and maintain customer relationships.
  • Coordinate system installation with Field Support Manager, Field Sales, Marketing, and customer sites.
  • Assist in product technical training for internal sales and distributors and follow up with training feedback.
  • Provide post-training support and follow-up to assist end users in going live with Meridian assays.
  • Site visit wellness checks to ensure customer satisfaction and to discuss Meridian products.
  • Answer product and instrument-related technical questions, assist customers in the interpretation of test results, explain test results to customers to reach agreement.
  • Report information required for customer Complaints and Inquiries to internal Technical Support team to ensure timely investigation and resolution of all complaints.
  • Solve application/product problems promptly and completely from end users in coordination with internal Technical Support.
  • Weekly reporting on new user implementation status.
  • Assist region sales managers with new sales rep training and other sales initiatives.
  • Follow-up with customers via phone calls and in writing to ensure customer satisfaction.
  • Send replacement components, instruments, and validation/evaluation samples to customers.
  • Inform appropriate personnel, sales representatives, product managers, etc. as needed of pertinent information relating to customer and/or product.
  • Assist in product/process improvements as necessary.
  • Relay information regarding product or process improvements gathered from customers and sales representatives to appropriate personnel as needed.
  • 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.
  • Perform software upgrades on instrumentation and complete all necessary documentation.
  • Other duties as assigned.

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