Job Summary.
Technical Specialist will be responsible for ensuring high quality service response and coordinate field service for any escalated issues by setting up action plan / Telephone Support / On site visit for effective its closure for LIS & Integration Platform.
In addition the Technical Specialists will conduct Trainings , workshop ,on field visit to enhance competency of Field.
Duties and Responsibilities:
- Respond to field timely for critical issues, Escalations on LIS & Collaborate with Stake Holders & Client on specific requirements for Installation Automation Integrated platform
- Actively involved in Installation of Lab Automation & Integration& Ready to Travel across India on short notice to handle critical Technical Issue / Escalations
- Gather customer information and determine the issue by evaluating / analyzing the symptoms & Resolve hardware / software related issues in coordination with FSE, RSM, Sales, Applications
- Develop Trouble shooting guide / Create repository for critical issue & resolutions, Provide Tools , Tech Updates to field & Create Tracking mechanism for all escalation with action plan for effective closure
- Level-3 Technical support / redirect to appropriate resources. Escalate further to Level2 /BU as appropriate , Innovate new Techniques / Solutions that can impact in improving Client delight Conduct Trainings, Workshop , on-site Training to enhance FSE competency
Abilities
- Ability to speak / write clearly in English and Hindi or any other language
- Knowledge of customer service practices
- Phone etiquette
- Knowledge of IVD industry & clients is preference
- Knowledge of relevant software applications /equipment .
Most Important Competencies Required:
- Teamwork - must be able to work and collaborate with other employees
- Ability to influence others - must be able to inform, convince, and persuade others to action on key initiatives
- Results orientation - must deliver results
- Communication—must be able to effectively communicate in both written and verbal forms
- Customer Focused , team oriented, Non political
Qualification and Experience:
- B.E (IT / Electronics) /B Tech /M Tech or equivalent with at least 3 years of Work experience on LIS Integration in IVD or Similar field
- IT solutions / LIS Certification
- Domain Knowledge of TCP/IP, ASTM, Serial port, FTP
- Experience in Health care Domain (LIMS and HIMS),HL7, ASTM,EDI,API and other integration technologies, gathering requirements, technical analysis and design,
- Handled Lab Automation & Integration
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