Specialist I, Technical Support

Sysmex America, Inc. provides diagnostic equipment and information-management systems for clinical laboratories. The Specialist I, Technical Support role identifies and resolves problems with supported instruments through telecommunications, remote access, and data or log-file analysis, while providing bilingual Spanish-English customer support and coordinating field service dispatches when needed. ResponsibilitiesMaintain product knowledge on all SAI supported instruments in order to analyze and identify instrument problemsAdhere to all SAI and department standard operating procedures and documentation requirements to meet regulatory and ISO guidelines. Such as, escalated calls when appropriate and monitor TAC voicemails, auto generated errors, dispatches and overflow callsResolve problem(s) over the phone by instructing/guiding customers through detailed corrective actionsProvide bilingual (Spanish/English) technical support-both written and verbal-to customers in Mexico, Chile, and