Diagnostic Technical Support Specialist - Remote

Hologic, Inc.; Marlborough (MA); Remote; USD 53,000 - 84,000; Full time

Job summary

A leading company in the health technology sector is seeking a Technical Support professional to join their dedicated team. This role involves providing troubleshooting assistance for diagnostic instruments, working closely with both internal and external customers. Ideal candidates should possess a strong scientific understanding, excellent communication skills, and a desire to grow within the technical support department.

Qualifications

• Experience with RT PCR, molecular, virology or cytology desired.
• Med Tech or clinical lab background desired.
• Ability to troubleshoot Laboratory Information Systems interfaces and/or network computers desired.

Responsibilities

• Provide troubleshooting and support for Clinical Diagnostics products via phone and email.
• Document support interactions and escalate issues as necessary.
• Authorize customer product returns and recommend replacements.

Skills

Troubleshooting

Customer service

Communication

Multi-tasking

Education

Bachelor's degree or higher

Job description

All around the world people are looking for an answer, a test result, or a procedure that will offer them clarity and a path to a healthier life. By working with products that make a difference globally, your impact can be greater than you have ever imagined. Hologic offers a space for employees to own their passion and feel a sense of purpose each and every day.

Our Technical Supportteam plays a big role in that mission. They provide phone and email support to both internal and external customers, troubleshooting issues with Hologic’s molecular diagnostics products and technology.

Think this role is for you?

This individual has an ability for troubleshooting issues beyond “computer stuff.” In this role, you will be troubleshooting our diagnostics instruments, reagents, and operator issues.

You will be offering technical support to internal customers (R&D, Field Service, Quality, Marketing, etc) and external customers (Lab technicians, hospitals, etc) via phone and email.

We provide support 24/7, you may be on-call and serve as back-up for technical and application support as needed, including some holidays.

Key Outcomes:

• Provide customers with service and product troubleshooting via phone and email, for Clinical Diagnostics products.
• Document calls in CRM system, escalate issues that require further investigation.
• Authorize return of customer product for investigation.
• Determine replacement of product as warranted.

Potential Growth Opportunities:

• Represent Technical Support as specialist for designated product(s)
• Act as liaison to other departments within the division concerning issues related to specific product lines.
• Serve on product development or support teams. Provide Technical Support team with troubleshooting training and informational updates.
• Work with Marketing and Service departments in the launch of new products. Reviewing or create label copy, participate in pre- and post-launch teams.
• Build relationships with partners and distributors.
• Writing and reviewing procedures.
• Provide guidance and coaching to other Technical Support personnel.

Do you have what it takes?

• You are technically inclined, you understand science – DNA, how an assay works, reading the package insert on a medical product doesn’t sound like a foreign language to you.
• You have a customer service mentality, you are patient, have good communication and computer skills and are great at multi-tasking.
• You are comfortable speaking on the phones and have flexibility in your schedule.
• We are looking for someone who is eager to start their career in this field and wants to grow within the department.

Additional qualifications:

• Bachelor’s degree or higher
• Experience with RT PCR, molecular, virology or cytology (desired)
• Med Tech or clinical lab background (desired)
• Ability to troubleshoot Laboratory Information Systems interfaces and/or network computers (desired)
• Bilingual (French and English) is a plus

If you are not sure that you are 100% qualified, but are up for the challenge, we want you to apply!

The annualized base salary range for this role is $53,600 to $83,700 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

Agency And Third Party Recruiter Notice

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

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