What are the responsibilities and job description for the Specialist I, Informatics Technical Support position at Sysmex America, Inc?
| # of Openings | 2 | Job ID | 2023-3449 | Category | Customer Care | Travel | 10% |
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...to use your skills and experience.
This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.
...to improve the lives of others.
Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.
...to build a promising future.
We currently have a great opportunity available for a Informatics Technical Support Specialist I. We are seeking a skilled and customer-oriented Informatics Technical Support Specialist level I to join our dynamic team. As an Informatics Technical Support Specialist, you will provide technical support and expertise for our middleware software to Sysmex customers in the U.S. and Canada. The Informatics Technical Support Specialist should have experience and a background in both the laboratory and the IT environment. Experience with Caresphere WS or WAM middleware is a plus. The Informatics Technical Support Center's mission is to provide professional customer service to existing customers, with a focus on customer satisfaction and first-call resolution.
Essential Duties and Responsibilities:
1. Daily utilization of an Automatic Call Distributor (ACD) Software in a call center environment.
2. Provide technical support and assistance to end users experiencing issues with informatics software, systems, and related tools. In addition provide rotational on-call support, responding to urgent technical issues outside of regular business hours.
3. Investigate, troubleshoot, and resolve technical problems promptly, ensuring minimal downtime and disruption to operations.
4. Communicate effectively with customers to gather information, understand issues, and provide clear and concise instructions or resolutions.
5. Investigate, reproduce, and document customer problems so that the issue is packaged for the developer to investigate and resolve. Collaborate with second level support and development to find customer solutions.
6. Provide guidance and phone training to customers regarding laboratory workflow for Sysmex's software solutions.
7. Provide customer follow ups and callbacks for reported issues in a timely manner.
8. Document support requests, actions taken, and resolutions in a comprehensive and organized manner utilizing Customer Relationship Management (CRM) software. Capture data, document quality complaints for regulatory purposes, and utilize proper labor and quality codes.
9. Monitor shared email inboxes for customer e-mail and change request submissions. Create or modify rules as requested and provide prompt responses to customer e-mail inquiries.
10. Other duties as assigned.
Travel: 10%
Physical Demands: Light physical effort. Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting, and/or other conditions.
The shift times we are hiring for are as follows:10 AM - 7 PM CST11 AM - 8 PM CST
- 5-7 years of previous laboratory and/or informatics related experience required
- MLS preferred
- Caresphere Workflow Solutions or WAM middleware knowledge preferred
- English Required; Spanish or French a plus
- Microsoft Office Suite
- Basic networking/PC knowledge
- ASTM or HL7 Interfacing experience a plus
- LIS and Middleware experience a plus
- Ability to read and troubleshoot MPL a plus
- Strong written, verbal, and non-verbal communication skills
- Ability to multi-task and prioritize; well organized
- Ability to problem-solve with comprehensive research, investigation, and analysis
- Ability to make recommendations and define actions concisely
- Ability to apply knowledge from various disciplines and provide directions that lead to solutions
Sysmex's COVID-19 vaccination policy, consistent with its status as a federal government contractor and commitment to its customers and to providing a safe workplace for its employees, requires that, to the extent permitted by applicable law, all Sysmex employees must be fully vaccinated against COVID-19 by your start date. To the extent permitted by applicable law, any offer of employment extended will be conditioned upon the individual's ability to provide proof of current vaccination status. Sysmex makes reasonable accommodations when needed for medical or religious reasons. However, vaccine exemption and other accommodation requests cannot be granted unless the individual is able, with the accommodation, to perform the essential functions of the job.
Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
