Specialist I, Technical Support

Within this range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The total compensation package for this position also includes a choice of health care plan (medical, vision, and dental insurance), an annual incentive bonus, paid time off, parental leave, bereavement leave and a 401(K) for all eligible employees.

Sysmex is proud to be an EEO/Affirmative Action employer.  All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.

We currently have a great opportunity for a Specialist I, Technical Support (30-Hour, 1st Shift). Primary responsibility is to identify through telecommunications dialog and available data/log files via remote access, the exact problem with SAI supported instruments. Assist customers to effectively troubleshoot for the “root” cause of the problem.

1. Maintain product knowledge on all SAI supported instruments in order to analyze and identify instrument problems.2. Adhere to all SAI and department standard operating procedures and documentation requirements to meet regulatory and ISO guidelines. Such as, escalated calls when appropriate and monitor TAC voicemails, auto generated errors, dispatches and overflow calls.3. Resolve problem(s) over the phone by instructing/guiding customers through detailed corrective actions.4. Follow up with customers when necessary to confirm resolution of problems.5. Make decisions about when to dispatch an FSR based on the severity of the problem and customer interactions. When necessary utilize the tools provided in the CRM system to dispatch the appropriate FSR.6. Utilize SAI phone system for proper tracking of representative state.7. Utilize remote access tools to assist with troubleshooting of presented problems and for coaching customers through resolution.8. Capture full documentation of all calls utilizing the SAI CRM with appropriate codes to ensure accurate history for reporting trends and corrective actions.9. Other duties as assigned.