Specialist I, Technical Support (30 Hrs.)

• Maintain product knowledge on all SAI supported instruments in order to analyze and identify instrument problems.
• Adhere to all SAI and department standard operating procedures and documentation requirements to meet regulatory and ISO guidelines. Such as, escalated calls when appropriate and monitor TAC voicemails, auto generated errors, dispatches and overflow calls.
• Resolve problem(s) over the phone by instructing/guiding customers through detailed corrective actions.
• Follow up with customers when necessary to confirm resolution of problems.
• Make decisions about when to dispatch a SE based on the severity of the problem and customer interactions. When necessary utilize the tools provided in the CRM system to dispatch the appropriate SE.
• Utilize SAI phone system for proper tracking of representative state.
• Utilize remote access tools to assist with troubleshooting of presented problems and for coaching customers through resolution.
• Capture full documentation of all calls utilizing the SAI CRM with appropriate codes to ensure accurate history for reporting trends and corrective actions.
• Other duties and projects as may be assigned.

• Associates or Trade School Required
• Bachelors Degree Preferred
• Electronics or Applications (MT/MLT) certification
• 1-3 years medical, fluidics and software background a plus
• All MS skills and some interface skills
• Be able to explain and interpret complex information that requires patience and understanding.
• English proficiency a must. Spanish, Portuguese, or French a plus
• Ability to make recommendations and defining actions in a clear and concise way.
• Ability to apply knowledge from various disciplines, and provide directions that lead to solutions.
• Ability to problem-solve comprehensive research, investigation and analysis.

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.