• Responsible for the direct support of customers by providing expert technical solutions for both assay and instrument related issues using telecommunication, chat or other emerging technologies.
• Consistently displays the ability to lead troubleshooting management on one or multiple types of laboratory instrumentation with defined troubleshooting methodologies like Kepner-Tregoe analytical troubleshooting, Process Excellence, and the like.
• Recognizes the clinical significance of the tests performed in the laboratory.
• Displays a sense of urgency to resolve customer issues.
• Communicates with empathy and respect to customers, peers and business partners
• Identifies root cause to issues reported by customers and provides appropriate solutions
• Works both independently and collaboratively with the Technical Solutions Centers and local Affiliate team locally and globally to achieve goals.
• Understands and complies with all current c GMP and QSR requirements as defined by management our/or outlined in standard operating procedures as well as recording necessary documentation to comply with various regulatory agencies.
• Actively maintains technical and procedure knowledge.
• May deliver end customers and Technical Solution Center training as required.
• Supports Continuous Quality Improvement as well as customer satisfaction goals through modelling of appropriate ethical behaviour in the work environment conducive to attaining goals and documenting properly the call activities
• Clearly explain and present technical information within and outside of the organization.

• Overtime required occasionally
• Participates in local activities / User meeting / Field visits / projects
• Maintains TSC/Laboratory systems

• Professional degree: Degree or certification in Medical Technology, Medical Laboratory Science, Information Systems, Degree in Biomedical or Engineering with IVD experience preferably

• Minimum 3 years in a healthcare setting with experience in a Clinical Laboratory preferred
• Customer focused with excellent communication skills (written and verbal)
• Flexible schedule including weekends and holidays.
• Bi-Lingual (English and a 2nd language e.g. Tagalog / Korean / Thai etc.)
• Analysis and interpretation
• Build effective relationships
• Communication and presentation skills
• Independence
• Teamwork
• Complex problem solving
• Results and Performance Driven
• Sense of Urgency
• Technical and professional knowledge of systems and solutions
• Coaching
• Computer/MS Office competency