Note: The job is a remote job and is open to candidates in USA. Hologic, Inc. is a company focused on providing diagnostic products that improve health outcomes globally. The Technical Support Specialist will provide phone and email support for cytology and molecular products, troubleshoot issues, and serve as a liaison between customers and various departments.
Responsibilities
- Provide customers with service and product troubleshooting for cytology and molecular products, including instruments, reagents, and software, via phone and email
- Document calls in the CRM system and escalate issues that require further investigation
- Authorize return of customer product for investigation
- Determine replacement of product as warranted
- 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 at the launch of new products
- Reviewing or creating 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
Skills
- You are a bilingual French and English speaker
- You are technically inclined, you understand science – DNA, RNA, Cytology, 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 phone 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
- Bachelor's degree in biology, Cytotechnology, Medical Laboratory Science, or related field (required)
- ASCP Cytotechnologist (CT), Medical Technologist (MT) or Clinical Laboratory Scientist (CLS) certification or equivalent (desired)
- Experience as a Cytology Prep Technician (desired)
- Experience with cytology, RT PCR, molecular, or virology (desired)
- Ability to troubleshoot Laboratory Information Systems interfaces and/or network computers (desired)
Company Overview
We’re an innovative medical technology company whose purpose is to enable healthier lives everywhere, every day. It was founded in 1985, and is headquartered in Marlborough, Massachusetts, USA, with a workforce of 5001-10000 employees. Its website is http://www.hologic.com.
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