Technical Support Specialist

3 weeks ago


Mundelein, Illinois, United States Sysmex America Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team at Sysmex America. As a Technical Support Specialist, you will be responsible for providing technical assistance to customers via phone, email, and remote access.

Key Responsibilities:
  • Identify and troubleshoot technical issues with SAI supported instruments
  • Provide detailed corrective actions to customers to resolve problems
  • Follow up with customers to confirm resolution of problems
  • Make decisions about when to dispatch a Field Service Representative (FSR) based on the severity of the problem and customer interactions
  • Utilize SAI phone system for proper tracking of representative state
  • Utilize remote access tools to assist with troubleshooting of presented problems and for coaching customers through resolution
  • Capture full documentation of all calls utilizing the SAI CRM with appropriate codes to ensure accurate history for reporting trends and corrective actions
Requirements:
  • Associates degree or 1-5 years experience in medical background is a plus
  • MT/MLT certificate preferred
  • English proficiency a must
  • Spanish, Portuguese, or French a plus
  • All MS skills and some interface skills
  • Ability to explain and interpret complex information that requires patience and understanding
  • Ability to make recommendations and defining actions in a clear and concise way
  • Ability to apply knowledge from various disciplines, and provide directions that lead to solutions
  • Ability to problem-solve comprehensive research, investigation and analysis
About Sysmex America:

Sysmex America is a leading provider of diagnostic equipment and information-management systems. We are committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

We maintain a drug-free workplace and perform pre-employment substance abuse testing. Sysmex America is an EEO/Affirmative Action employer and welcomes applications from diverse candidates.



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