Description:
Our ideal candidate will exhibit initiative to learn and demonstrate technical expertise in clinical laboratory applications, as well as the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation.
As a Candidate you must display a positive attitude with both internal and external customers, striving to exceed expectations at all times. You must be able to make sound decisions that promote the interests of both the client and the customer. Candidate must be a selfless team player and enthusiastic proponent of change.
As a Remote Support Engineer, you will be responsible for:
Providing phone/email support for internal/external customer, as well as consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool
Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Dimension Systems.
Demonstrating exceptional customer service skills to improve the customer experience and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction.
Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support.
Meeting/Exceeding individual service level metrics to meet the needs of the customer/business.
Compliance to all client pay and T&E policies, as well as all RSC Procedures/Processes
This position may suit you best if you are familiar with what is below, and would like to develop your career with client:
You have analytical thinking abilities to support advanced technical troubleshooting and problem-solving skills for assigned product line.
You have exceptional phone and communications skills to support collaboration with the customer, as well as other internal resources to develop and implement action plans to resolve customer issues.
You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications.
You have a positive "can-do" attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team.
Leverages team abilities to best serve the customer and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues.
You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership
Required skills to have for the success of this role.
Candidate must have associate degree and equivalent experience or bachelor’s degree in a science-related or engineering field. (Med-Tech, Biomedical Engineering or Engineering Degree Preferred)
Willing to travel up to 20%
3-7 Years Comparable Experience (Med-Tech or Engineering Degree, Healthcare Experience)
Required Technical Skills
Strong computer proficiency
Microsoft Office Suite (Outlook, Excel, Word)
Ability to use customer relationship/CRM systems
Ability to troubleshoot diagnostic laboratory instruments (training provided)
Required Experience
3–7 years in Med-Tech, biomedical engineering, engineering, technical support, or healthcare technology environments
Required Soft Skills
Strong communication skills (phone + written)
Excellent customer service mindset
Analytical problem-solving abilities
Positive, team-oriented attitude
Ability to work in a fast-paced, dynamic environment
Education Requirements
Associate degree + relevant experience, OR
Bachelor’s degree in:
Medical Technology
Biomedical Engineering
Engineering
Top 5 Success Attributes
Technical troubleshooting strength
Clear communication
Customer-first approach
Analytical critical thinker
Positive and adaptable working style
Notes:
Mon–Fri, 11am–3pm
Training is for approximately 3 weeks onsite and is full-time Monday through Friday business hours. After training, position is 100% remote with part-time hours.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status