Overview

Job Summary

The Technical Support (TS) Representative III plays a crucial role in delivering exceptional support to customers, both domestic and international, through phone calls, emails, and on-site assistance. The representative is responsible for addressing and resolving product issues within the Transplant business, ensuring solutions are provided promptly to maintain high levels of customer satisfaction. The role requires both technical expertise and strong interpersonal skills to tailor support to each customer's specific needs, ultimately enhancing the overall customer experience and reinforcing the organization's commitment to quality service and innovation.

Responsibilities

Key Accountabilities

• Responsible for answering phone calls and customer service emails daily in a timely and professional manner as well as managing customer follow-ups to prevent escalation
• Maintains complete and accurate records of all customer interactions as per Quality System Requirements
• Address and resolve technical issues related to products, software, or instrumentation by following established processes and protocols. This includes research, troubleshooting, confirmatory testing, product investigation, and root cause analysis
• Demonstrate technical knowledge by delivering comprehensive technical and application support that includes on-site customer demonstrations, training, and troubleshooting assistance to ensure that all technical aspects are effectively addressed
• Take initiative and make decisions within the scope of work. Assess situations independently, think critically, identify solutions and take actions to address customers' issues
• Manage customer satisfaction through effectively meeting customer needs and ensuring compliance with company and regulatory standards
• Participate in User Acceptance Testing (UAT) and work with cross-functional teams to support the launch of new products and software
• Provide technical assistance and support at workshops, seminars, conferences, and trade shows
• Ensure adherence to applicable SOPs, ISO standards, FDA, and other Quality Systems Regulations, as well as company policies
• Performs other duties and responsibilities as assigned

Responsible accommodations may be made to enable individuals with disabilities to perform these essential functions

Networking/Key Relationships

• Global Support Engineer (GSE) Team
• Quality Assurance
• Manufacturing Technical Support (MTS)
• R&D
• Learning and Development
• Commercial and Scientific Affairs
• Marketing
• Sales

Qualifications

Minimum Knowledge & Experience for the position:

Education: Bachelor's degree in a related discipline with three years of troubleshooting experience; Master's degree in a related discipline preferred with one year of troubleshooting experience

Experience

• Strong HLA Experience
• Strong knowledge of Antibody detection and Molecular assays
• Must be willing to travel to customer's sites and interact with lab personnel at all levels
• Hans-on experience with Luminex platforms and Next Generation Sequencing platforms
• Knowledge of GMP, FDA regulations in the clinical diagnostics market, preferred
• ASHI Certified Histocompatibility, Technologist, or Specialist 9CHT, CHS), preferred

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement

Skills & Capabilities

• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders
• Excellent time management
• Ability to analyze and troubleshoot technical issues
• Strong customer service skills
• Highly collaborative; ability to work cross-functionally with multi-discipline teams
• Ability to maintain calm during stressful situations
• Ability to manage workload and competing priorities
• Self-starter that requires minimal supervision

Travel Requirements

Up to 50% travel required; international travel as needed.

The annual base salary range for this role is currently $90,000 to $110,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.