Are you a Medical Technologist looking to escape working holidays and weekends? If so, this opportunity may be right for you.
As an Associate Technical Services Specialist at Sekisui Diagnostics, you will use your Med Tech experience to provide technical assistance to our internal and external customers across our product lines, which may include but are not limited to: infectious disease and point of care testing, clinical chemistry, instrument systems and enzymes. You will assist in the execution of the support strategy for Sales and Marketing by providing both pre and post-sales support to maintain and grow the business.
Support the Sales and Marketing activities by providing technical assistance in a timely manner in the use, evaluation and troubleshooting of our products.
Appropriately triage and categorize customer inquiries and complaints for proper entry into the database.
Interact with key partner contacts to provide support for our OEM business, under the supervision of senior staff.
Interface cross-functionally to address customer concerns over a wide range of issues. Participate in and/or perform troubleshooting investigations and assist with corrective actions and root cause analysis as needed. Responsible for communication back to the customer. Works independently under general supervision.
Serve on the Customer Satisfaction Review Board (CSRB): Provide status reports and input to address customer inquiries and complaints. May prepare meeting reports when appropriate. Assist with customer notifications such as Technical Bulletins or field action notifications.
Assist and support the activities of the Sekisui Sales Teams and Marketing groups, including product training.
Participate in the tracking, collection and collation of Technical Services metrics and other relevant reports.
Assist in the start-up and evaluation of products by interfacing with customers and the Sales Team to insure optimal product performance.
Monitor and manage Sekisui’s participation with commercial proficiency vendors (CAP, API, etc.).
Travel with Sales and/or other Sekisui staff to industry trade shows, customer sites, or other venues in which customer interaction and product support is needed.
Understand and adhere to all required QSR, ISO, Safety and Legal requirements.
BS/BA in medical technology or related science field
Relevant laboratory experience in clinical chemistry, point-of-care testing and practices, or instrumentation
Experience providing technical support for diagnostic products desired
Knowledge of clinical laboratory practices, including quality control and proficiency testing
Excellent communication skills
Works well in a fast paced, team environment
Proven ability to manage multiple tasks successfully
Familiarity with laboratory guidelines and regulations (CLIA, CAP, GLP, etc.)
Ability to travel globally (up to 15%)
Certification by the American Society of Clinical Pathology (ASCP) or equivalent desired
About Sekisui Diagnostics
The company develops, manufactures, and distributes in vitro diagnostic products, including point-of-care tests. It produces diagnostic intermediates, or raw materials such as enzymes and antibodies, that are used internally and sold to other diagnostic and research firms. Sekisui Diagnostics also makes reagents, or basic chemical ingredients, for tests to detect conditions such as diabetes and pancreatitis. The company's point-of-care (rapid result) products include tests for flu and pregnancy. Japan's Sekisui Chemical acquired the business from former parent Genzyme in 2011.