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Technical Support Consultant - RT

Absolute Opportunities
Indianapolis, Indiana, 46207, United States
November 14, 2018


Technical Support Consultant - RT

Indianapolis, Indiana 46207

MUST understand LIS/ Middle ware. They will be working with customers each and every day. MUST have customer service experience.

Candidate needs to have experience/comfortable leading/mentoring a team.

IT background is ideal.

Understands security!

Impacting Lives, great benefits, great culture and flexible.



Understand Trace File/Data

The Technical Support Consultant will be responsible for understanding and supporting middleware. This person will have an understanding of work flows in a lab environment and understand how data moves from one instrument to another. Experience with trace files and reading trace files is a nice to have.

As a Technical Support Consultant-IT, in the Customer Support Center for the Support Network you will perform coaching and training needs assessments, and coach and train staff in new product launches and refresher courses. You will provide troubleshooting support for complex customer issues and mentor and train new hires.

The Technical Support Consultant:

• 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. Acts as knowledge bridge providing 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. May field travel for customer interaction/cessation of problem situations leading to process changes that improve overall customer service.

• Designs, develops, presents and evaluates technical training programs.

This position is based in Indianapolis, IN. Qualified candidates must currently reside within a 50-mile radius or be willing to relocate.

Required Knowledge, Skills, and Abilities:

1. Understand Trace File/Data

2. Understand LIS/ Middle ware?

3. Customer service experience?

4. Currently reside within a 50-mile radius or willing to relocate?

5. Candidate needs to have experience/comfortable leading/mentoring a team.

6. IT background is ideal.

7. Understands security!

8. Understand Trace File/Data

9. Present Salary

10. Salary Expectation? 11. Must be a US Citizen or Green Card holder?

12. Complete Current address