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Epredia Sr. Service Support Representative in Kalamazoo, Michigan

At Epredia, we improve lives by enabling better cancer diagnostics. We are a team of talented individuals with diverse backgrounds and expertise, working together to develop precision diagnostic solutions for our customers. We are a fast growing global company that drives innovation in diagnostics to create better outcomes for patients. Joining Epredia is much more than a job- it is an opportunity to be part of something with a purpose. Find out how you can improve lives while advancing your career.

  • The Sr. Service Support Representative will be primarily responsible for supporting customers with technical and applications support, managing system workflows, system upgrades, liaising between development teams and end users, and on-going maintenance and/ or enhancements of histology, labeling, and core lab products and equipment. The specialist will provide technical guidance in activities associated with the identification, prioritization, and resolution of reported technical, application, and software problems. He or she will interpret and understand user applications, including how they relate to the Epredia anatomical pathology product portfolio.

This representative is expected to triage support issues and flag them as systemic or operational. He or she will be expected to escalate systemic issues and application design requests to the project management team along with documentation of each days support issues. Duties include troubleshooting and resolving customer problems primarily via phone. Customers may include; end-users, direct sales team, direct field service, distributors/channel partners, BioMed representatives, or third party service providers. Position includes full use of SAP, Service Max and/ or Salesforce for documentation and follow-up.

  • Responds to users problems by listening, clarifying, and responding within the scope of responsibility.

  • Receive and process customer calls and emails, providing technical assistance, troubleshooting support and follow-up.

  • Record daily calls and all appropriate information in Service Max system. Provide technical support for Order Entry, Field Service, Customer Service, and other Epredia personnel regarding product complaints, inquiries, availability, and catalog numbers.

  • Interpret and understand customer user requirements and how they relate to product functionality.

  • Provides troubleshooting and resolution of customers technical issues, and provides help in the understanding of the appropriate use of anatomical pathology products.

  • Develop and monitor testing scenarios and methodologies to demonstrate LIS system effectiveness.

  • Assist with calls regarding product discrepancies, document appropriately and follow-up where necessary.

  • Acquire basic use of computer system for purposes of information retrieval and order entry.

  • Work with Product Managers to keep product information up to date, and to keep Technical Service Department informed of product up-dates

  • Interface frequently with other departments to provide seamless support to customers and the field sales organization

  • Provide in-house personnel with information on product requests and other competitive activity.

  • Troubleshoot, investigate, repair, and document customer complaints of physical inventory within the department for quick turnaround.

  • Provide support in executing revenue opportunities when applicable.

  • Prepare, track, and ship units to correct address. Install end user applications using predefined process.

  • Evaluate and implement process improvements

  • Attend professional workshops and seminars as assigned

  • Participate in team coverage of on-call during non-business hours

  • Minimum Requirements/Qualifications:

  • 1-2 years of Technical Phone Support or Customer Service experience highly preferred.

  • 1-2 years of Laboratory experience in anatomical pathology - clinical, research or general laboratory services is highly preferred.

  • HT/HTL (ASCP) certification, Bachelor’s Degree or higher education in relatable field highly preferred.

  • Demonstrated technical product support including troubleshooting strongly preferred to include; customer facing, phone based, or other documented function.

  • Experience with LIS or LIMS systems is preferred.

  • Experience with, or exposure to, EPIC, Cerner, Meditech, and CoPath is preferred.

  • Experience with, or exposure to, Pathology equipment or software is preferred.

  • Demonstrated computer skills required to include Windows environment. Service Max and Salesforce computer experience strongly preferred.

  • Ability to work in a team environment, and must be customer focused with appropriate sensitivity and sense of urgency for customer issues.

  • Excellent oral and written communication skills, problem solving, listening, and organizational skills are strongly desired.

  • Ability to work independently, troubleshoot, and triage customer concerns.

  • Non-Negotiable Hiring Criteria:

  • Technical or application product support including phone based, customer facing, or other documented function.

  • Demonstrated critical thinking and logical troubleshooting skills.

  • Ability to work in a team environment or independently, and must be customer focused with appropriate sensitivity and sense of urgency for customer issues

  • Ability to facilitate and lead work groups.

  • Ability to track and perform multiple tasks.

  • Strong organizational and interpersonal skills.

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YOUR APPLICATION:

Epredia offers a wide variety of competitive compensation and benefits programs. If you meet the requirements of this unique opportunity, and are driven by innovation and the desire to improve the lives of our patients, we encourage you to apply now. Job postings will remain open for a minimum of five business days and are subject to immediate closure thereafter without additional notice.

TO ALL RECRUITMENT AGENCIES:

Epredia does not accept unsolicited third party resumes.

Epredia is an Equal Opportunity Employer including Disability/Protected Veterans (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .

If you are interested in applying for employment with Epredia and need special assistance or an accommodation to use our website, please contact us at ApplicantAccommodations@epredia.com (ApplicantAccommodations@ascensia.com)

At Epredia, we improve lives by enabling better cancer diagnostics. We are a team of talented individuals with diverse backgrounds and expertise, working together to develop precision diagnostic solutions for our customers. We are a fast growing global company that drives innovation in diagnostics to create better outcomes for patients. Joining Epredia is much more than a job- it is an opportunity to be part of something with a purpose. Find out how you can improve lives while advancing your career.

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