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Technical Support Specialist

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Danaher Corporation Full time

Job Overview

The Technical Support Specialist will play a crucial role in providing expert technical assistance to customers, resolving complex complaints, and ensuring seamless product support.

Key Responsibilities

  1. Engage with customers to collect detailed information about their complaints and develop effective solutions.
  2. Conduct advanced data analysis and troubleshooting, leveraging knowledge of customer sample collection, processing, and laboratory practices.
  3. Investigate and resolve complex customer complaints through thorough research and analysis.
  4. Document complaints and resulting investigations in the complaint management system.
  5. Collaborate with Service and Global Product Support teams to escalate and resolve more complex cases.
  6. Adhere to Quality Management System procedures to ensure compliance and excellence.
  7. Maintain up-to-date product knowledge and contribute to continuous improvement efforts.
  8. Represent Technical Support on projects and operational teams, communicating findings and insights back to the team.
  9. Complete all assigned training and development programs satisfactorily and on time.
  10. Perform additional tasks as assigned by the Technical Support Manager or Supervisor.

Requirements

  • Bachelor's degree in Clinical or Molecular Science, with multiple years of relevant experience as a Virology/Microbiological Laboratory Technician or Clinical Laboratory Scientist for Virology/Microbiology in a hospital or commercial clinical laboratory or in Technical Support.

Skills and Qualifications

  1. Fluent English & Arabic (written and oral) is required; additional languages are an advantage.
  2. Customer-oriented, understanding customer expectations and empathizing with customer & patient needs.
  3. Laboratory or Technical Support experience in one or more of the following areas is preferred:
  • PCR and Microbiology, Molecular Biology Oncology or Virology.
  • Patient sample collection practices and workflow.
  • Sample preparation practices and methodologies.
  • Laboratory analytical diagnostic equipment, medical devices, and software.
  • Knowledge and use of commercial computer application packages (MS Office).
  • Familiarity with SalesForce.com (or similar CRM System) is a plus.
Able to follow complex procedures and processes.Excellent written and verbal communication skills.Curious & self-motivated with the ability to learn a complex technology platform quickly.Proactively analyzes complex problems, draws conclusions, and proposes precise action plans.Works independently in a structured manner, prioritizing critical tasks.Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing, and Quality.Thrives in a dynamic and fast-paced environment.May include occasional travel for field visits, meetings, or workshops.