Technical Service Specialist

6 days ago

Quebec Province, Canada THE BINDING SITE INC Full time

At Binding Site we provide innovative medical solutions that improve the diagnosis and management of blood cancers and immune system disorders worldwide. We are committed to working in collaboration with our partners and customers to lead the way in specialized medical diagnostics, ensuring we continue to make a difference together. If you are passionate about improving patient lives please click to apply.

**TECHNICAL SERVICE SPECIALIST JOB SUMMARY**
- The Technical Service Specialist provides**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Documents and responds to internal and external customer inquiries, issues, and concerns.
- Follows up and further investigates as needed, any technical issues reported by customers to rectify the situation to the satisfaction of the company and the customer.
- Maintains visibility to escalated customer issues and inquiry cases and ensures regular follow up communication with customer, until a solution is found, and the case can be closed with the customer.
- Participates in customer facing conference calls, providing product and clinical Technical Service expertise.
- Writes customer facing responses.
- Seen as expert on Company products, able to provide customer and employee training as needed.
- Maintains timely, up to date customer communication in database.
- Works closely with Sales, Field personnel, Marketing, Customer Service, and other departments as needed, to address customer concerns and to determine corrective action and customer follow-up, or to provide additional product information or training.
- Maintains and keeps up to date on product knowledge, technical specifications, performance, etc. on all current and future products as they become available.
- Performs laboratory testing as requested by management.
- Provides On-Call support and/or after hours as scheduled.
- Takes assigned projects from initiation to completion.

**QUALIFICATIONS AND REQUIREMENTS**

To perform this job successfully, the Technical Service Specialist must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required for a Technical Service Specialist. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- **
- ** Ability to speak both English and French fluently required**:

- BS or BA degree in a **biological science.**:

- ** 2 years minimum Customer & Technical support experience in the medical device or biotech/life sciences industry required.**:

- Medical Technologist or clinical lab tech preferred.
- Immunoassay experience preferred.
- Excellent communications skills, verbally, written, virtually and listening.
- Solid organizational & time management skills
- Good follow up and case management skills.
- Ability to work well under pressure and prioritize multiple tasks while maintaining a positive attitude.
- Ability to handle time sensitive projects with short notice.
- Ability to handle complex and sometimes heavy caseloads, efficiently and in a timely manner.
- Ability to accept ownership and responsibility for meeting deadlines.
- Strong attention to detail.
- Experience in using Microsoft Office products with proficiency in Microsoft Excel, Word, and Outlook.
- Must be able to travel on occasion if needed.

**PHYSICAL DEMANDS AND WORK ENVIRONMENT**
- The physical demands described here are representative of those that must be met by a Technical Service Specialist to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- The employee will be required to stand and/or walk up to 4 hours a day and sit for up to 8 hours a day; use hands to handle or feel objects including keyboard and telephones
- Employee must be able to travel by various forms of transportation, most frequently car and airplane, to visit customers face to face. May require long periods of time sitting while traveling
- May need to reach with hands and arms; climb stairs; balance, stop, kneel, or crouch
- Employee will be required to talk and hear and have specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
- Employee may occasionally lift and/or move up to 25 pounds. May be required to lift larger amounts when traveling (i.e. luggage)
- The noise level in the work environment will vary by location but is usually moderate

**COMPANY BENEFITS**
- The Binding Site provides this position with a competitive total compensation. We offer a generous medical plan *with a company-funded Health Reimbursement Account (HRA)**. We also offer dental, vision, life, and FSA plans. Our 401(k) benefits has a very generous employer contribution. (It is more than a company match, it is a contribution.)- Currently, medical premiums are 100% company paid for employee only

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