Technical Support Specialist

1 week ago

Vancouver, Canada Response Biomedical Full time

Who we are:
Response Biomedical Corp. has been transforming acute care diagnostic testing, with the central focus on improving patient outcomes and healthcare reform for over 20 years. Response Biomedical fosters a values-based culture, committed to making diversity and inclusion our way of doing business. We believe the people we work with including our partners, medical teams, and employees are the cornerstone of our success.

What we do:
Our RAMP platform is a global leader in diagnostic testing solutions for use in cardiovascular, infectious disease, sepsis, women’s health, arbovirus, and biodefense. We understand the stresses associated with rapid, accurate diagnosis when every minute counts, and are committed to collaborating with the teams that are dedicated to saving lives. We do this by providing lab-quality results within minutes that medical teams can trust, while reducing total cost of care.

Who we are looking for?

We are seeking for a Technical Support Specialist who can ensure timely support is provided to address the customer inquiries and complaints with documentation for the purpose of improving patient outcomes and saving lives globally. Actively supporting presales activities for prospective customers.

**Key Responsibilities**:
**Customer complaint handling**
- Manage and resolve customer complaints and inquiries in timely manner
- Be available 24/7 on call to address any customer complaints
- Ensure the complaints/inquiries are documented and tracked through the quality management system supporting all the stake holders
- Maintains current and in depth knowledge for all the product offering and new market trends
- Maintain the returned goods authorization process, logs and notification process
- Responsible for managing the metric for customer complaints and interfacing with other departments to ensure the targets are achieved

**Installation and Training**
- Conduct technical and product training to internal and external stake holders
- Create new modules for online training portal and offline training programs
- Assist customers in installation and validation by creating training modules and documents

**Presales activities**
- Responsible for demonstration of the product and technical presentation to prospective customer
- Work with the team to create technical content to promote the product
- Assists in development of technical document and marketing collaterals

**Key Challenges**:

- Manages priorities, assists/supports team and manager as required.
- Works independently, while remaining sensitive to the needs of internal and external clients.
- Interacts with multiple departments within the organization
- Following up on investigations and determining root causes for product issues and customer complaints
- Strong problem identification and objection resolution skills required to maintain customer satisfaction.

**Education, Work Experience, Knowledge, and Skills**:

- _

**Formal Education**:

- Minimum requirements: Bachelor’s Degree (eg: Science, Business or Marketing) or Medical Laboratory Technologist
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Project)

**Work Experience**:

- Minimum of two years related experience in biotech or related industry.

**Skills and Knowledge**:

- Excellent customer service skills, interpersonal, organizational and communication skills.
- Able to build and maintain lasting relationships with customers.
- Exceptional presentation, written and verbal communication skills
- Strong problem identification and objection resolution skills.
- Able to build and maintain lasting relationships with customers.
- Self-motivated, with high energy and an engaging level of enthusiasm and able to operate as an individual and team contributor
- High level of integrity and work ethic
- Must have the ability to work in a fast-paced, dynamic environment
- Travel is required and will vary - anticipated amount not to exceed 40%.
- We regret that relocation will not be provided._
- We're committed to a diverse and inclusive workplace. We welcome applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All employment decisions are based on business needs, job requirements and individual qualifications._

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