Hotline Agent
Hotline Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This position will be in our Parsippany NJ location.
Hours: Monday Friday 7:00am3:30pm
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 Stagos 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:
- Bachelors degree in related field from an accredited fouryear college or university required Medical Technology/Medical Laboratory Technology/Engineering preferred;
- Minimum 35 years related experience with Hemostasis experience required. Stago product knowledge a plus. Field support experience preferred.
- ASCP preferred.
- Up to 20 travel. Ability to travel domestic or internationally if needed.
Skills:
- To perform this job successfully an individual should have knowledge of Database and Internet software; Windows.
- Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals.
- Ability to write routine reports and correspondence describing technical issues.
- Ability to define problems collect data establish facts and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Type 30 words per minute.
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
