The Technical Support Specialists provide exceptional customer-focused technical support through phone, email, and/or web sessions. The TSS acts as the primary support contact, providing excellent customer support, before escalating the necessary requests to the service engineers. The TSS is also involved in the primary support of the Sebia Knowledge Center and escalates and distributes needs to the Field Application Specialist.

The support provided includes problem triage, troubleshooting and problem resolution, and technical product education about Sebia reagents, assays, instrumentation and software.

TSS documents and manages customer complaints in compliance with regulatory requirements and company procedures.

RESPONSIBILITIES

• Assist customers with problems or address inquiries related to Sebia reagents, assays, instruments, and software.
• Deliver support to end-users using automated call distribution phone software, email, remote connection, and other tools.
• Monitor and respond to incoming phone calls in the technical support queue and emails in shared Service Canada email inbox, during business hours.
• Troubleshoot and diagnose mechanical, hardware, software, and system failures. Develop an appropriate course of action to resolve customer issues.
• Effectively triage when an issue or request should be escalated to the Service Manager. Monitor the progress of escalated issues to ensure the customer's needs are met and determine if further troubleshooting could have been done before the escalation,
• Document all interactions with customers and supporting information gathered during case handling, to include complaints and inquiries reported by, or on behalf of, a customer in CRM.
• Manage cases appropriately to provide the very best possible customer experience. Follow up on open complaints and those of the team as required to ensure timely resolution.
• Comply with company procedures, policies and best practices.
• Provide timely feedback on high-value, critical, and newly installed accounts, as needed.
• Collaborate with team members and colleagues to share knowledge, solve problems, brainstorm ideas, and support the team mission and vision.
• Manage, organize, and distribute spare parts and inventory.
• Review, and close cases, work orders and service reports in CRM and check the data accuracy and dashboard quality in CRM on a regular basis.
• Actively meet all regulatory requirements of ISO, Health Canada, and internal and external quality audits.
• Contribute to the success of the service KPIs (first call handling, response time, ticket closure time, etc).
• Ability to travel to the local customer sites for simple troubleshooting occasionally if required.

EDUCATION and/or EXPERIENCE

• Bachelor of Science degree in related discipline; or technical laboratory experience, or field service engineering experience and/or vendor experience in the laboratory diagnostics field.
• 3+ years of clinical lab experience required or equivalent related experience.
• Solid understanding of electrophoresis methodology, computer networking/interfacing concepts and technical schematics preferred.
• Customer service or support experience preferred.

ADDITIONAL SKILLS

• Excellent verbal and written communication skills in English and French.
• Solid analytical, problem analysis and decision-making skills.
• Outstanding interpersonal skills, including the ability to work within a team and among diverse groups in a positive and collaborative manner.
• Effective planning, organizational and time management skills, including flexibility, organizing work to meet deadlines, and prioritizing tasks based on urgency and severity.
• Able to work independently, identify opportunities for improvement, learn and teach new skills, and communicate issues and needs with transparency and respect.
• Knowledge of laboratory accreditation programs, workflow in the clinical laboratory, and Quality Control testung.
• Effective customer service skills, including stress management, leadership, negotiation, persuasion, and conflict resolution skills.
• Ability to read, analyze, and interpret technical procedures, package inserts, and product instructions.
• Must have a valid passport and able to travel to USA.