Responsibilities

• Provides technical telephone troubleshooting to customers for instrumentation and reagents manufactured by this organization
• Analyze, diagnose and provide troubleshooting direction for customers
• Retrain customers on the telephone regarding operation, application, troubleshooting and maintenance
• Responsible for all aspects of call documentation
• Escalates complex issues to Advanced Technical Specialist
• Determines need for FSE or TSS field intervention and dispatches when needed
• Consults with hotline staff to ascertain that instruments and reagents are functioning up to specification
• Provides feedback to Hotline Manager concerning any instrument or reagents open issues
• Documents all communication with customers and FSG into the database
• Demonstrates high level of knowledge regarding all instruments and reagents
• Adheres to all company policies and procedures

 Qualifications

• Bachelor's degree in related field from an accredited college or university (i.e. medical laboratory technology diploma)
• Minimum of 3-5 years experience in medical instrumentation (cardio vascular)
• Fluency in both English and French
• Ability to identify and resolve problems in a timely manner
• Strong personal computer skills, including knowledge of MS Office & database software

• English [Advanced], French [Advanced]