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Company: Talent Empire
Contact Name: Ronald

Job Details: Technical Support Specialist Date: May 17 2018

Job Reference: 438030
Job Category: IT Jobs [ View All IT Jobs Jobs ]
Company Type Recruiter
Employment type: Full Time
Degree: Bachelors
Experience: 3 years
Location: Indianapolis, Indiana, 46201
Job Skills: LIS and Middleware
Trace File/Data
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Job Description

Our client, a global pharmaceuticals and medical device manufacturing is seeking an experienced technical professional, to join their organization, located in Midwest to work in the capacity of Technical Support Specialist. The chosen candidate will be responsible for understanding and supporting middleware. S/He will have an understanding of work flows in a lab environment and understand how data moves from one instrument to another. Additionally, experience with trace files and reading trace files is a very strong plus. The ideal candidate should possess experience performing coaching and training needs assessments, as well as coach and train staff in new product launches and refresher courses. You should possess experience providing troubleshooting support for complex customer issues and mentor and train new hires.

* Monitors needs for mandatory training.
* Administers training in support of new product launches and refresher courses.
*Assists with troubleshooting complex customer issues.

* Mentors new hires in making a smooth and confident transition to stand alone capability in telephone support.
* Updates/shares information through voice/paper memos on different, high-visibility, critical customer account issues.
* Liaison and consult with various departments to resolve diverse issues which directly and indirectly affect customers.
* Participates and represents team during interdepartmental meetings to identify possible issues/concerns that may affect future product service.
* Provide practical advice that ultimately shapes product launches, reducing post product release service-related issues.
* Reviews, corrects and advises on Technical Publications (customer bulletins, product inserts, etc.) prior to public release resulting in fewer service-related problems for the customer and the service department.
* Remains current on company/customer communications and the latest in medical technologies.
* Maintains a continual learning process to remain informed of changes in relevant hardware, software and reagents.
* Utilizes, participates, and provides input into troubleshooting schemes and guides to resolve customer problems. Consults with key resources as needed. Accurately documents events and sequence of events in applicable database systems sufficient to provide an account profile for future effective technical support.
* Identifies potentially damaging customer account issues and escalates for action/implementation to maintain/retain customer accounts.
* May provide direct technical support to internal and external customers including coaching of Technical Product Support Specialists.
* Designs, develops, presents and evaluates technical training programs.

Best Industry – Pharmaceuticals, Medical Device
Best Department – Technical Support

Bachelor’s Degree in Information Systems, Computer Science or a related technical discipline is required.
2 – 5 years of Technical Support experience is required.
Experience with the design, development, presentation and evaluation of technical training programs is required.
Experience providing practical advice that ultimately shapes product launches, reducing post product release service-related issues is strongly preferred.
Experience leading and mentoring a team, within an IT culture and environment is required.
Experience with LIS and Middleware is required.
Hands-on experience and understanding Trace File/Data is required.
Experience in a customer service function is required.
Reasonable knowledge and understanding IT Security is a strong plus.
Ability to manage multiple priorities and switch focus efficiently is required.
Very strong communications skills (i.e. verbal, written, interpersonal and presentation) are vital in this role.
Intermediate experience with MS Office Suite (MS Word, MS Excel, MS Outlook and MS PowerPoint) is required.
US Citizens or Green Card holders only apply. No H1b visa sponsorship will be offered with this position.

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