Informatics Technical Support Specialist

Informatics Technical Support Specialist

JOB DESCRIPTION:

Reporting to the TM EMEA TST Manager, you will support defining & designing product requirements and hands-on deliver installation, complex configuration, integration, customer and internal training mainly focused on AlinIQ, GLP & a3600 products both on site and remotely, as well as supporting the tender preparation & submission process related to informatics for Middle East, Africa and Pakistan.

Key Accountabilities:

1. Provide comprehensive support for entire informatics solution.
2. Partner with Center of Excellence teams to optimize informatics solutions and offerings as well as quality of service.
3. Support defining Network diagram & required components for given projects.
4. Perform software-related installation and configuration processes.
5. Deliver structured software application product training to the end user.
6. Support post-sales informatics activities and provide expert knowledge.
7. Teamwork approach to identify best solution and to be a reliable contributor to skillset improvement.
8. Become a trusted advisor to customers.
9. Identify customer needs, propose solutions, manage and resolve complex problems.
10. Provide feature/product enhancement input based on customer feedback.
11. Maintain and assume accountability for a culture of high customer service.

Qualifications:

1. Bachelor’s or master’s degree in computer science, Information Systems, Medical or Hospital Informatics or related disciplines.
2. 1-2 years of relevant experience installing, configuring and/or maintaining diagnostics laboratory informatics applications.
3. Fluency in English.
4. Willing to travel approx. 60%.

Special Skills & Knowledge:

1. Sound understanding of diagnostics laboratory workflows and related technologies.
2. Demonstrated understanding of one or more products such as laboratory information systems, middleware and/or analyzer management systems, or inventory management systems used in diagnostics laboratories.
3. Hands-on experience implementing, configuring, training and supporting one or more laboratory information systems mentioned above is highly desirable.
4. Able to execute assigned tasks satisfactorily with a high degree of commitment and quality, independently.
5. Technical proficiency with general business applications such as MS Office, MS Project/Smartsheet.

Key Competencies:

1. Strong verbal and written communication skills with excellent customer-facing capabilities.
2. Attention to detail and a concern for quality; action-oriented for solving problems.
3. Able to improve and willing to bring ideas forward, mitigate/resolve escalated issues.

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