What are the responsibilities and job description for the Hotline Agent position at Diagnostica Stago, Inc.?
Diagnostica Stago, Inc., (DSI) is an industry leader in the science of hemostasis and thrombosis. Stago provides the total commitment of global resources and responsiveness, coupled with cutting edge technology and reliability. DSI is dedicated to continually developing and providing the very best hemostasis products, technical support, and services.
This position will be in our Parsippany, NJ location.
Hours : Monday - Friday, 7 : 00am-3 : 30pm
Summary : Provides phone support on instruments, reagents and application for Stago Customers. Troubleshoots with customer in order to resolve issues by phone, and dispatch FSE / TSS as applicable. Utilize resources and tools to expedite problem resolution. Records all required documentation while remaining compliant to all applicable SOPs. Drives customer satisfaction through professional and timely issue resolution.
Essential Duties & Responsibilities
- Provides Technical telephone troubleshooting to customers concerning instrumentation reagents and applications.
- Analyzes, diagnoses and provides troubleshooting support to Stago customers.
- Provides customer retraining by phone concerning instrument operation, application, troubleshooting and maintenance.
- Develop Stago Digital Product knowledge and understanding in order to aid / support Stago’s Digital Product Sales and Marketing initiatives and strategies through interactions with customers during support activity
- Provides remote support to all Stago Digital Products, including Coag.One, and Middleware
- Responsible for all aspects of dispatching and call documentation per SOP.
- Provides feedback to the Hotline Manager concerning instrument or reagent open issues.
- Determines need for FSE or TSS field intervention and dispatches when needed.
- Demonstrates high level of knowledge regarding all instruments and reagents provided by Diagnostica Stago.
- Escalates complex issues to the appropriate persons, as indicated in departmental SOPs.
- Ensures all instruments and reagents are functioning to Stago specification
- Drive Customer Satisfaction by interacting with the customer in a professional manner.
- Assists with special projects as assigned by management.
Education & Requirements :
Skills :
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
See job description
