Technical Service Specialist

BioPhase Solutions specializes in recruiting top talented professionals for San Diego's Scientific community. We are currently looking for a Technical Service Specialist to work for a leading San Diego biotechnology company.


Technical Service Specialist
  

Summary:
 Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. Authorize return of product or submission of samples for investigation.
 
Responsibilities:
  • Determine replacement of product as per guidelines.
  • Track and manage open cases and follow up with customers in a timely manner.
  • Interface with manufacturers' product support investigative teams, vendors and field service providers re: case investigations and on-site service calls, acting to ensure appropriate and timely responses.
  • Interface with various internal groups (Quality Assurance, Regulatory Assurance, field personnel, marketing) concerning product and customer service issues.
  • Identify and escalate cases with potential regulatory actions.
  • Document customer letters, job aids and other technical information.
  • May participate in training of others.
  • May be assigned to evaluate call documentation for certain product and/or product issue, based on knowledge and performance.
  • Facilitate implementation of new and/or standardized processes and programs.
  • Contribute to Technical Services seven-day, 24-hour support by providing on-call, after-hours support according to Technical Services On-call Policy.
  • Contribute to Technical Services holiday coverage schedule.
  • Apply working knowledge of diagnostics on clinical and technical level.
  • Apply knowledge of federal and other regulations related to clinical testing, diagnostics and medical device industry, e.g. CLIA, ISO, ISO 13485
 
Experience: 
  • 0-2 years of experience
  • Location: San Diego
  • Type: Contract
  • Job ID: KJ80707919