Product Support Specialist
North Billerica, MA

Job Description

Job Summary

Responsible for all aspects of implementation of LeadCare Ultra and LeadCare Plus systems and their timely, efficient and successful onboarding of new clinical customers. Act as internal product expert for LeadCare II, PediaStat, Ultra and Plus.

Key Duties

Responsible for all aspects of efficient and timely onboarding of new clinical customers, including: validation documentation, process flow, data analysis (if required), and summarizing customer feedback. Optimize the Clinical Implementation process as improvements are identified. Troubleshoot complaints for all product lines. Develop and initiate new tools that will improve the customer experience. Respond to and assist with standard questions from clinical laboratory staff and hospital associated IT staff/consultants it they pertain to Connectivity (the UA and DMS). Test and monitor clinical products performance on Non-Magellan QC materials (ex: Bio-Rad, Utak, and Kaulson) and report to the team. Respond to enhancement requests that have been approved by the management team in terms of development, preliminary testing, and outlining validation protocols. Collaborate with the clinical field specialist, engineering, QA, R&D when accepted enhancement requests are elevated. Responsible for ensuring the maintenance of released product documentation (ie: Product Literature: User's Guide, Package Insert, etc). Respond to internal investigation cases and act as the interval product expert. Responsible for educating the Product Support Specialists on CLIA and CAP guidelines as they pertain to Proficiency Testing, testing other non-Magellan Quality Control products, and keeping validation protocols in compliance with the guidelines. Assist in training of new sales, marketing or support personnel on our products. Attend periodic tradeshows to promote the technical features of the product. Assist in field demos as a back-up to the Clinical Field Specialist. Work with the Clinical Field Specialists to develop appropriate troubleshooting and training plans for product support.

Qualifications

Success Factors: Expert knowledge of LeadCare products and PediaStat. Having critical UA and connectivity knowledge needed to assist IT consultants/hospital IT staff. Successful working independently. Ability to multitask effectively. Ability to present yourself as a professional and an expert and build rapport with customers. Able to successfully handle stress and conflict while maintaining a calm demeanor. Experience with applying creative problem solving in a variety of environments. Excellent oral and written communication skills. Able to achieve results through collaboration and teamwork. Highly organized, with superior documentation skills. Ability to maintain and promote a sense of urgency when working to onboard new customers. Ability to train coworkers, peers, and customer base.

Minimum Qualifications / Education: Bachelor of Science degree in a life science and/or Medical Technology. 3-5 years experience in a related field with a broad knowledge of chemistry/biochemistry or other life science. Experience with SalesForce a plus. Up to 20% travel in support of the Clinical Field Specialist role (as a back-up).

Computer Skills: Micorsoft Office, Outlook, exposure to a Customer Relations Module (SalesForce is a plus).

Work Environment: Typical clinical laboratory conditions as well as office environment.

Physical Requirements: Must be able to meet National Institute for Occupational Safety & Health (NIOSH) Standards.