Technical Support Specialist- Clinical Diagnostic Equipment

TOSOH GROUP AMERICA - Grove City, OH (30+ days ago)


Tosoh Bioscience Inc., is a U.S. subsidiary of Tosoh Corporation's Bioscience Division, headquartered in Tokyo, Japan. Located in South San Francisco, CA, Tosoh Bioscience, Inc. is the leading provider of sophisticated medical diagnostic systems utilized by doctor's offices, hospitals, and reference laboratories throughout the United States. As the leader in clinical diagnostics, Tosoh's state-of the-art immunoassay analyzers and HPLC systems continue to meet the operational and economic needs of our customers. Tosoh remains at the forefront with a world class network of research facilities, scientists, engineers and customer support specialists. We have a solid commitment to provide Tosoh customers the best in clinical diagnostics.

SUMMARY:
Under the direction of the Technical Support Manager, the Technical Support Specialist provides technical support services for Tosoh Bioscience, Inc. (TBI) customers, employees and applicable distributors with respect to TBI product lines. Supports Complaint Handling and Regulatory Reporting processes to ensure compliance with FDA Code of Federal Regulations (21 CFR 820 and 803), ISO 13485, and Tosoh Bioscience, Inc. (TBI) Policies and Procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide exemplary technical phone support for customers, distributors (including Canada and Latin America) and TBI employees to resolve performance discrepancies of both reagents and instruments in accordance with the approved product specifications.
Routinely check the Technical Support voice mailbox/incoming requests (faxes & e-mails) and return customer calls and assume after hours on-call as assigned (from home office).
Make follow up phone calls/investigations to assure complete resolution of customer concerns.
Accurately document all customer calls and discussion into CRM software (SalesLogix (SLX)) to facilitate effective communication with relevant departments I groups.
Identify potentially critical customer situations and support customer in resolving their concern. Elevate critical information to Complaint Specialist and Technical Support Manager.
Identify and document calls related to potential medical device reportable events and escalate as soon as possible.
Gather as much information as necessary during initial call and follow-up for additional information as requested by the Complaint Specialist or per management's request
Comply with TBI Quality Management System, Quality Manual, Quality Policy, and Mission Statement.
Maintain technical information in accordance with the TBI Quality System and Complaint Handling procedures.
Provide direct support to Complaint Specialist (e.g. Complaint investigations, MDR, Customer Notification), Field Service Engineers, Clinical Support Specialists, and internal product investigators, by annotating SLX tickets and files.
Develop in-depth knowledge of all Tosoh reagent and instrument products as well as participate in ongoing training with TBI Subject Matter Experts.
Support new products and product updates.
Participate in customer activities, as applicable (e.g. training support).
Participate in Technical Support projects as needed, including training of new employees.
Provide monthly activity reports.
Use EP Evaluator to assist customers with method validations.
Support other duties as assigned through Technical Support management.

QUALIFICATIONS:
BS in medical technology or related biological field with a minimum of two (2) years' experience in immunodiagnostics industry.
Prior technical service and customer support experience a plus.
Must have excellent communications and interpersonal skills.
Must be polite, professional, courteous, particularly over the telephone.
Must show initiative, be a team player and be able to work independently.
Ability to work in a fast-paced environment with varied customer types, manage customer expectations, and ensure customer satisfaction.
Possess strong problem solving, as well as professional software application and computer, skills to identify, research, and resolve problems.

WORKING CONDITIONS:
This position requires visits to customer sites which are medical facilities. These facilities may have certain requirements which TBI representatives must meet to gain access, including the requirement for drug, background, and health screening. Employment is contingent on your compliance with the requirements established by each facility, as evidenced by the results of the required screenings.

Must agree to provide required immunization records and/or agree to acquire required immunizations in order to gain access to customer sites as required by customers. You may be required to register at vendor credentialing companies.

SUPERVISORY RESPONSIBILITIES:
As assigned.

TRAVEL RESPONSIBILITIES:
Minimal (5- 15%)

PHYSICAL AND ENVIRONMENTAL DEMANDS:
To perform this job successfully, the individual must be able to work on a computer for extended periods of time and perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required to be successful. Additional duties may be assigned in the future as required. Reasonable accommodations may be made for those individuals with disabilities in order to perform the essential functions.

Tosoh Bioscience, Inc. (South San Francisco, CA) employees enjoy a lucrative benefits package including medical, dental, vision, life insurance, various savings plans, extensive vacation pay, retirement package, competitive salary, bonuses, and an amazing work-life balance.

TBI is an Equal Opportunity Employer M/F/Disabled/Veterans.