Respond to customer telephone, chat, and email inquiries by providing diagnostic and other assistance on the basic questions and high call volume queue platforms supported and serviced by BD
Open cases and correspond to documentation requests
Place part orders
Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.
Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.
Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage.
Promotes and ensures a culture of privacy and security related to PHI and HIPPA.
Contributes to team goals and objectives through active participation.
Promotes Professional Services
Minimum 2 years relevant experience in one of the following: clinical or reference microbiology laboratory, hospital or reference cytology laboratory, industrial microbiology laboratory (pharmaceutical environmental monitoring and/or food microbiology testing), or biotech/academic molecular laboratory.
Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.
Proficient PC skills (Microsoft Office package) – and/or LIS or Lab Management Software (LMS) a plus
Experience with medical devices and equipment, experience with BD equipment a plus. Experience on point of care (Veritor) testing preferred.
Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.
Must have the ability to multi-task and be adaptable to changing business environment(s).
English speaking plus additional foreign language preferred