Clinical Diagnostic Specialist

PURPOSE: Works in the Clinical Diagnostics Group of Technical Services Department and supports all of its functions with respect to ACC Clinical Diagnostics products and services, trouble-shooting, technical advice, training, instrumentation and software support to internal staff, customers and distributors.

GENERAL RESPONSIBILITIES:

• Provide technical support for Clinical Diagnostics products (e.g. Fungitell and Fungitell STAT). This includes answering questions, troubleshooting for current ACC customers and distribution network.
• Knowledge of relevant instrumentation and software
• Troubleshoot/triage issues, problems and complaints in a timely manner, documenting them in CRM and providing trending to manager. Frequent follow up on all issues ensuring timely resolution of the customer’s issue.
• Calm upset end users and manage the interaction with clients
• Identify key technical issues to be addressed in client communications
• Transmit information to customers in a clear and concise manner
• Proper documentation of client interactions
• Maintains Customer Database - monitor progress of potential customers’ product trials; follow up with customers regularly
• Visit customers when necessary to troubleshoot problems
• Participate in onsite or offsite workshops as needed
• Participate in internal trainings
• Documented proficiency with instrument calibrations and software validations.
• Perform instrument calibrations and validations.
• Participate in laboratory testing, software evaluations and projects as needed.
• Ability to travel (25% or more)
• Obtain further training in areas identified by Manager, Technical Services

KNOWLEDGE AND SKILL REQUIREMENTS:

• Excellent communication skills
• Demonstrated ability to speak in public forums
• Work well in team-based assignments
• Work well under pressure in a dynamic environment
• Knowledge product-related softwares and instrumentation
• Knowledge of Microsoft SQL database
• Must have good laboratory skills, including pipetting and aseptic technique
• Knowledge of clinical expectation and practices
• Knowledge and ability to perform work in compliance with requirements
• Required to pass a pipetting proficiency training and certification course.

EDUCATION AND EXPERIENCE:

• A minimum of a Bachelor of Science degree or an equivalent combination of experience and/or educational requirement.
• Concentration in biochemistry, chemistry, clinical microbiology.
• Experience with customer database, presentation software, instrumentation and software, Quality System controlled work environments.

GENERAL COMPETENCIES:

• Communicates well (written and verbal), delivers presentations, has good listening skills.
• Perform tasks with a computer. Email, research, interaction with others via the internet. Creating and editing documents typically utilizing MSOffice; word documents, spreadsheets and create a slide presentation (PowerPoint). The level of proficiency is defined by the requirements of the position held.
• Works well with internal and external customers, promotes a positive image of the company, and strives to solve issues raised by customers.
• Builds strong relationships, is flexible/adaptable, works well with others, solicits feedback.

PHYSICAL COMPETENCIES:

Constantly sitting, occasionally walking, standing and using hands to finger, handle or feel.

Occasionally reaches with hands or arms. Constantly talking and listening. Lift 26 to 50 lbs occasionally; carry 11 to 25 pounds occasionally. The work environment for this job is quiet.

BENEFITS:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance