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Technical Solution Specialist

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Technical Service
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344 Total Views

In the fast growing market of medical devices, quality of the results and uptime of the instruments is key. In our Technical Solutions center here at Hologic, we are constantly looking to take customer technical support to the next level, to be able to deliver the highest level of support towards our customers and  their patients.

As part of a passionate team of experts, you will provide technical and scientific support for our diagnostics products via email and over the phone.

 
 
Your Key Accountabilities: 
  • As a technical solution specialist, you will impact patient lives every day, everywhere
  • Deliver superior service and support to end-users via email and telephone or over the internet (remote connection) for both technical and application issues
  • Gather all information required that will assist in root cause analysis
  • Drive phone fix rates to ensure instrument uptime
  • Addresses customer requests for technical and scientific information
  • Accurately process and document all customer inquiries and complaints
  • Share gained knowledge amongst the team and interested parties
  • Identify and escalate issues to our Technical Solutions Escalation team whenever needed
  • Interact internally with local support groups and international partners
  • Troubleshoot and interact with your partners in the field (application specialist and Field Service Engineers) to find customer orientated solutions
  • Stay current with new system, software or assay information, changes and updates
  • Performs special projects as needed
Your Knowledge, Skills and Experience:

  • Excellent customer communication skills
  • Ability to troubleshoot technical and applications issues by root cause analysis
  • Ready to make a difference in customer support by helping to build the customer support center of the future
  • Knowledge of clinical/medical laboratories preferred
  • Fluency in English AND Portuguese or French or Spanish or German
  • Additional languages outside of those are also an advantage
  • Outstanding ’can-do’ approach
  • Flexible and adaptable to a fast changing and multicultural environment
  • Team player that is willing to drive internal communication
  • Calm under pressure, consistent in approach to daily tasks and committed to customer service
  • This role will primarily focus on taking calls from Hologic’ s customer base that work with the Company’s Diagnostics product range. 
    Therefore, successful candidates that have a proven background in Life Sciences i.e. biology or biomedical engineering– ideally balanced with working experience from within hospitals or private labs - will find the role both rewarding and exciting

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