GCS RIS Support & Training Specialist

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The Position

For our Global Customer Support Chapter, we are looking for a 2nd level product specialist for Lab Applications Network. In this very versatile position you act as supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments with the following key responsibilities:

Job Description Summary

Main tasks:

• Offers comprehensive technical support to assure the highest level of customer satisfaction through analyzing and collecting customer data, to determine the cause of the problem, selecting and explaining the best solution, expediting the correction and following up to ensure resolution.

• Ensure incidents and service requests are handled appropriately and in a timely and efficient manner; providing updates on ongoing incidents.

• 2nd level product support for affiliates and regions in order to minimize system down times supporting the resolution of customer problems with quick fixes and workarounds

• Utilize automated technology and instrumentation to diagnose, document, and resolve/avoid Customer issues

• Identify trends in incident data and develop strategies to resolve recurring or chronic issues

• Responsible for supporting the products; resolving and/or escalating issues and notifying internal and external stakeholders 

• Create, conduct and maintain product trainings for both: class room training and e-learning first level support, regional trainers and global staff

• Helps transfer knowledge with teammates and first level support through: Active collaboration  on training material creation/approval and delivering trainings

• Strong Collaboration with the team members located across the globe.

• Working in a customer-oriented and international environment motivates you and you are open to international travel (~25%)

• You look forward to working in a team of specialists and manage assigned tasks with growing responsibilities

Education Qualification Required:

• Bachelor’s degree in IT, Computer Science, Management Information Systems, or Clinical Biochemistry or Medical-technical background with IT knowledge.

• 5 years experience in an IVD laboratory or in sales, marketing, services, or relevant area

• Must be technically adept, hands-on capabilities, and multi-tasking skills

• Customer-service oriented: Excellent client-facing verbal and written communication skills 

• Working knowledge of customer service/technical support software, databases and tools.

Preferred:

• Experience working with relational and post relational databases

• Following knowledge and experience are additional assets

• Knowledge in Microbiology, Hematology, Clinical Chemistry and other clinical disciplines

• Experience in medical laboratories and an overview on common analyzers

• Experience in laboratory diagnostics and/or service & support for related products

• Proven experience in supporting SW and/or IT products

• Proven experience in designing and providing trainings

Locations

You are local to Indianapolis, IN

*Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Indianapolis, IN is between $78,500 and $145,700.  Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below.