Technical Service Specialist - Core Diagnostics

Technical Service Specialist

Partnering with the sales team provides opportunities to maximize service upgrade opportunities. Effective time management by the incumbent helps minimize potential customer downtime increasing customer satisfaction with our solution. Also, cost of service management including spare part inventory management and resolution through First-Time or Same Day Services impact customer satisfaction and our ability to renew existing contracts.

Key Success Factors

• Demonstrated ability to manage resolution of complex technical customer issues.
• Ability to successfully prioritize and coordinate assigned field repairs in a timely manner.
• Ability to integrate, engage and collaborate within cross-functional teams.
• Demonstrated ability to balance between technical skills and customer interfacing skills.

Requirements

• Entry level requirement include a bachelor's degree in engineering, life sciences or related technical discipline. Ideally with intern experience in their field of study.
• Roles beyond entry level require a bachelor's degree in engineering, life sciences, or related technical discipline.
• Minimum 2 years' experience with troubleshooting and instrument repair and maintenance for non-entry roles.

Reporting Line/Structure

• Position reports to a District or Regional Service Manager.
• The Technical Service Specialist collaborates with cross-functional teams, including Technical Applications Specialist, Sales, as well as Global Service teams to achieve business and customer goals.

Main Purpose Of Role

Experienced professional individual contributor that works under limited supervision.

Applies subject matter knowledge in the area of Medical Device Field Service.

Requires capacity to apply skills/knowledge within the context of specific needs or requirements.

Main Responsibilities

• As the Experienced professional in the Medical Device Field Services Sub-Function, possesses well developed skills in technical analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations.

• Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinative product solution.

• Assesses product needs in accordance with customer specifications.

• Conducts technical training and product briefing with customers, vendors and company representatives.

• Acts as local on-site representative to customer's organization.