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In - House Service Agent Specialist

In New Jersey / United States

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In - House Service Agent Specialist   

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JOB TITLE:
In - House Service Agent Specialist
JOB TYPE:

JOB SKILLS:
JOB LOCATION:
Franklin Lakes New Jersey / United States

JOB DESCRIPTION :
Pay rate - $55/hr


JOB SUMMARY:
This position participates in Post Market Surveillance (PMS) activities with customers. The Clinical Specialist – Post-Market Surveillance associate will demonstrate technical skills in disciplines of clinical laboratory science such as specimen collection, clinical chemistry, hematology, coagulation, immunohematology, molecular diagnostics, urinalysis and urine culture, infectious disease and virology. Additionally, the associate will remain current in clinical laboratory science by participating in continuing education programs, and in department LEAN, Quality, and Continuous Improvement activities. As needed, the associate may offer technical counsel to Sales, Marketing, R&D, QA, and Regulatory Affairs.

PRIMARY DUTIES, RESPONSIBILITIES & AUTHORITIES:
• Conducts customer surveys for products following the Vacutainer® Tube Products Post Market Surveillance Quality Plan.
• Report product issues from customers to the complaints team and supports the complaint handling process.
• Establish and as needed maintain relationships with customers, dealers, distributors, IDS sales reps, country managers, product managers, regional technical specialists, and other functional areas to perform position functions.
• Maintains detailed practical knowledge of specific products as they relate to new and existing instrumentation, new diagnostic tests, etc.
• Works on issues where analysis of situation or data requires review of relevant factors.
• Exercises judgment within defined procedures to determine if additional actions are needed by other functions in the organization.
• Documents all customer inquiries and related activities in the identified validated system of record for Technical Support according to established work instructions and job aids.
• Provides customer product leads to Specimen Management associates for potential sales opportunities.
• Works in conjunction with the Specimen Management associates to win, defend, and grow the IDS business.
• Attends relevant meetings to obtain Quality and Regulatory updates.
• Participates in case studies sessions to develop and enhance troubleshooting and problem- solving skills.
• Attends at least one educational session per year to stay abreast of current technology and trends in clinical laboratory science.

KNOWLEDGE AND SKILLS:
• Ability to understand and translate customer issues and provides solutions.
• Good communications skills, both written and verbal.
• Ability to work cross-culturally.
• Proficiency with PCs and software such as word-processing and spreadsheet applications.
• Ability to make good use of minimal resources.
• Ability to coordinate multiple activities, visualize future steps.
• Able to communicate with technical and non-technical persons.
• Ability to utilize tact and diplomacy in dealing with people.
• Excellent customer service skills.
• Good background in problem solving.
• Knowledge of specimen collection and management techniques.
• Knowledge of the preanalytical phase of the total laboratory testing process.
• Knowledge of scientific methodologies and clinical laboratory medicine.

EDUCATION AND EXPERIENCE:
• BS Degree in medical technology, biology, chemistry, or other health sciences.
• ASCP or equivalent certification preferred.
• 3–5 years of experience in various aspects of clinical laboratory science preferred. Practical knowledge and experience with medical device safety reporting is a plus. Knowledge of IDS-Specimen Management products, related competitor products, and clinical laboratory instrumentation are strongly desired.

Position Details

Jun 15, 2021
S16204861066807212
New Jersey / United States
Franklin Lakes
A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

In - House Service Agent Specialist    Apply

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Pay rate - $55/hr


JOB SUMMARY:
This position participates in Post Market Surveillance (PMS) activities with customers. The Clinical Specialist – Post-Market Surveillance associate will demonstrate technical skills in disciplines of clinical laboratory science such as specimen collection, clinical chemistry, hematology, coagulation, immunohematology, molecular diagnostics, urinalysis and urine culture, infectious disease and virology. Additionally, the associate will remain current in clinical laboratory science by participating in continuing education programs, and in department LEAN, Quality, and Continuous Improvement activities. As needed, the associate may offer technical counsel to Sales, Marketing, R&D, QA, and Regulatory Affairs.

PRIMARY DUTIES, RESPONSIBILITIES & AUTHORITIES:
• Conducts customer surveys for products following the Vacutainer® Tube Products Post Market Surveillance Quality Plan.
• Report product issues from customers to the complaints team and supports the complaint handling process.
• Establish and as needed maintain relationships with customers, dealers, distributors, IDS sales reps, country managers, product managers, regional technical specialists, and other functional areas to perform position functions.
• Maintains detailed practical knowledge of specific products as they relate to new and existing instrumentation, new diagnostic tests, etc.
• Works on issues where analysis of situation or data requires review of relevant factors.
• Exercises judgment within defined procedures to determine if additional actions are needed by other functions in the organization.
• Documents all customer inquiries and related activities in the identified validated system of record for Technical Support according to established work instructions and job aids.
• Provides customer product leads to Specimen Management associates for potential sales opportunities.
• Works in conjunction with the Specimen Management associates to win, defend, and grow the IDS business.
• Attends relevant meetings to obtain Quality and Regulatory updates.
• Participates in case studies sessions to develop and enhance troubleshooting and problem- solving skills.
• Attends at least one educational session per year to stay abreast of current technology and trends in clinical laboratory science.

KNOWLEDGE AND SKILLS:
• Ability to understand and translate customer issues and provides solutions.
• Good communications skills, both written and verbal.
• Ability to work cross-culturally.
• Proficiency with PCs and software such as word-processing and spreadsheet applications.
• Ability to make good use of minimal resources.
• Ability to coordinate multiple activities, visualize future steps.
• Able to communicate with technical and non-technical persons.
• Ability to utilize tact and diplomacy in dealing with people.
• Excellent customer service skills.
• Good background in problem solving.
• Knowledge of specimen collection and management techniques.
• Knowledge of the preanalytical phase of the total laboratory testing process.
• Knowledge of scientific methodologies and clinical laboratory medicine.

EDUCATION AND EXPERIENCE:
• BS Degree in medical technology, biology, chemistry, or other health sciences.
• ASCP or equivalent certification preferred.
• 3–5 years of experience in various aspects of clinical laboratory science preferred. Practical knowledge and experience with medical device safety reporting is a plus. Knowledge of IDS-Specimen Management products, related competitor products, and clinical laboratory instrumentation are strongly desired.