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Helpdesk Technical Support Specialist

Jenkin Halls Recruitment Ltd
Job LocationWhitehouse Industrial Estate
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

This is a unique opportunity to join a world leader in the development and manufacture of state-of-the-art, whole blood, point-of-care and critical care analysers, a business that also provides the biotechnology industry with the most advanced instruments for cell culture monitoring. One of the fastest growing in vitro diagnostic companies in the world whose biosensor technology is incorporated in products ranging from handheld meters for glucose point-of-care testing to critical care whole blood analysers designed for rapid measurement of over 20 analytes.With ongoing pioneering technological innovation and continuous new Product Development, this is a business at the forefront of their industry.Job Title: Helpdesk/Technical Support SpecialistJob Summary and/or Key Objectives

  • Provides internal technical support for all products for customers and Nova employees
  • High level technical resource for field based Technical Support Specialists (TSS)
  • Distribution of CIBs/TIBs where required
  • Hands on technical training for new Nova employees for all products
  • Perform and coordinates all in-house workshop activities such as pre-installations, pre-implementations in-house repairs and system checks for all products
  • First line telephone IT support for customers including routine preventative maintenance for customer databases, IT application support e.g. report generation, extension to certification for operators
  • WeQAs participation for all products
  • Performance testing for strip based products
  • Complaint escalation and resolution through appropriate channels in Europe and/or US Tech Support
  • Maintain Pivotal
  • Maintains the technical status of the sales demo analyser pool
  • Organise and deliver in-house customer training courses
  • Provide in-house software customer training
  • Back up field based support for Technical Support Specialists
  • HBTA and BCA stock control
    • Reporting Relationships
  • Reports to the UK Support Manager
    • Essential Responsibilities and Accountabilities
  • Responsible for delivering excellent technical support to customers and personnel
  • Maintains high levels of productivity, customer satisfaction and other parameters determined as appropriate by the UK Support Manager
  • Liaise with all field based personnel to ensure customer satisfaction remains at a high level
  • Measurement criteria to be determined by UK Support Manager
  • May be required to attend and assist in customer demonstrations
  • Responsible for ensuring all products are functioning prior to dispatch to customer
  • Delivering technical training to Nova employees to enable them to be effective in front of customers
    • Qualifications
  • Clinical laboratory experience, ideally in Biochemistry
  • 2-5 years diagnostics industry related and/or field experience
  • Proven and in depth IT & Software experience to be able to diagnose and resolve issues
  • Requires excellent interpersonal and verbal communication skills
  • Ability to identify root cause of technical problems and provide effective troubleshooting remotely to customers and personnel
  • Good experience with databases and virtualisation applications such as SQL Server and VMware
  • Ability to maintain and troubleshoot computer software by using remote applications ( N3, TeamViewer, pc-Anywhere etc)
  • Ability to deliver technical training programmes to employees and customers
  • Requires a drivers license and a good driving record
  • High level of competency in Microsoft Office Suite (Excel, Word, PowerPoint and Outlook)
    • Required skills
  • Diagnostics
  • Helpdesk
  • Laboratory
  • Technical Support
  • IVD

    • Keyskills :
    Diagnostics Helpdesk Labaty Technical Suppt IVD

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