Job Description
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
At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
