BioPhase Solutions specializes in recruiting top talented professionals for San Diego's Scientific community. We are currently looking for a Technical Services Specialist to work for a leading San Diego County biotechnology company.
Technical Services Specialist
Under basic direction, the scope of this position is responsible for addressing customer calls and emails relating to product inquiries, opinions/suggestions and complaints concerning a variety of the company's products, using professional concepts, technical knowledge, and companyâ€™s strategies, tactics, and policies and procedures formulated in association with management, with the objective of satisfactorily addressing the customer's inquiry or complaint.
Tasks and Responsibilities:
Field customer calls and emails and apply troubleshooting skills to assist customers with appropriate responses to product inquiries, opinions/suggestions, and complaints, using strategies and tactics formulated by management.
Document cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation.
Authorize return of product or submission of samples for investigation.
Determine replacement of product as per guidelines.
Track and manage open cases and follow up with customers in a timely manner.
Multi-task effectively on daily basis. Use time management skills to be productive and deliver positive, concrete results. Adapt to change readily.
Interface with manufacturers' product support investigative teams, vendors and field service providers re: case investigations and on-site service calls, acting to ensure appropriate and timely responses.
Interface with various internal groups (Quality Assurance, Regulatory Assurance, field personnel, marketing) concerning product and customer service issues.
Identify and escalate cases with potential regulatory actions.
Advise management of significant product issues and unresolved customer issues.
Document customer letters, job aids and other technical information.
May participate in training of others.
Serve as resource for other specialists in addressing customer issues based on experience and knowledge.
May be assigned to evaluate call documentation for certain product and/or product issue, based on knowledge and performance.
Facilitate implementation of new and/or standardized processes and programs.
Display initiative in performing responsibilities and accomplishing goals.
Contribute to Technical Serviceâ€™s seven-day, 24-hour support by providing on-call, after-hours support according to Technical Serviceâ€™s â€œOn-call Policy.â€
Contribute to Technical Serviceâ€™s holiday coverage schedule.
Apply working knowledge of diagnostics on clinical and technical level.
Apply knowledge of federal and other regulations related to clinical testing, diagnostics and medical device industry, e.g. CLIA, ISO, ISO 13485.
Apply working knowledge of systems with software and hardware components in order to support products and services, as assigned.
Exhibit professional and positive behavior with both internal/external business associates that reflects positively on the company and is consistent with the companyâ€™s policies and practices.
Exercise appropriate judgment in addressing issues and making recommendations.
Demonstrate commitment to the development, implementation and effectiveness of company's Quality Management System per ISO, FDA and other regulatory agencies.
Understand and be aware of the quality consequences which may occur from the improper performance of specific job responsibilities. Aware of device defects that may occur in area of responsibility, including product design, verification and validation, manufacturing and testing activities.
Interact with customers and peers. Demonstrate strong service orientation and focus, using skills in customer service methods and techniques. Communicate effectively, professionally and respectfully. Build productive working relationships internally and externally.
Carries out duties in compliance with established business policies.
Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the companyâ€™s policies and practices.
Perform other duties & projects as assigned.
Preferred educational background:
BS/BA degree in life sciences or other relevant subject.
Preferred experiential background:
Minimum of two years of related experience (customer support experience is highly desirable).
Working knowledge of diagnostic industry on a clinical and technical level.
Working knowledge of systems with software and hardware components.
Good troubleshooting skills.
Ability to work on issues of moderate scope where analysis of situations or data requires a review of a variety of factors.
Exercises judgment using procedural guidelines and practices to determine appropriate actions and results.
Strong service orientation and focus, experience in customer service methods and techniques.
Excellent verbal and written communication skills, able to convey appropriate information with clarity and effectiveness.
Demonstrated skills in carrying out responsibilities and goals with basic direction in an accurate, dependable manner.
Collaborate effectively, multi-task, deal with change, and deliver concrete and positive results.
Excellent computer skills including MS Office.