Technical Support Specialist

Job Description

Medica develops and manufactures affordable clinical analyzers and other products for the diagnostic laboratory and point-of-care settings. The company’s unique approach to design results in analyzers that are accurate, easy-to-use and maintain, and are ideally suited for the low volume in-vitro diagnostic testing market. Since its humble beginnings, Medica’s growth has been the result of its strategic focus on the worldwide need for accurate and reliable diagnostic tools that help lower healthcare costs.

Reporting to the Director, Global Services, responsible for managing and documenting activities related to technical support of all Medica products for distributors and/or end users.

Responsibilities

• Supporting customers via phone and email to ensure customer satisfaction through timely and efficient delivery of technical support
• Documentation of customer inquiries and complaints in the quality system software
• Participate in service training of Medica’s distribution network
• Work cross-functionally to provide meaningful field intelligence to product managers and product support teams as part of a continuous improvement program
• Maintenance of the Technical Services lab troubleshooting and training area
• Participate in on-call coverage as needed
• Travel 10%
• Additional duties or projects within the scope of the department may also be assigned

Minimum Requirements/Qualifications:

• BS degree in Life Sciences, Biomedical, Engineering or related degree or equivalent years of experience in medical device industry, life sciences, engineering or related field
• 1-3 years experience in troubleshooting to diagnose and resolve problems on sophisticated electronic, mechanical, and/or fluidic systems
• 1-3 years experience in direct customer support
• Proficient in Microsoft Office products (Word, Excel, PowerPoint, etc.)
• Ability to work independently and as a collaborative member of a team
• Good written and verbal communication skills

Preferred but not required

• 1-3 years experience in the medical device industry
• 1-3 years laboratory experience with direct management of QC, proficiency testing and correlation studies
• Hands-on electrical/engineering experience with laboratory analyzers

Interested Applicants should forward their resume to:

Mary Williams
Human Resources Manager
Medica Corporation
[email protected]