LIS Technical Support Specialist

General Position Summary

Responsible for coordinating Technical Support activities, troubleshooting applications, LIS support, follow-up for all Sakura customers and Sales teams. Participates in all Quality Assurance procedures as required.

Essential Job Functions

LIS Activities

Interacts with various departments and supports customers in pre/post sale activities for Sakura instruments requiring LIS connection.

Understands and interprets customer requirements with relation to product functionality and performance for each account.

Act as LIS Technical Specialist and conduct information between customers and internal departments within Sakura.

Troubleshoot and resolution of customer LIS technical issues and provide assistance in understanding and proper use as relates to products.

May assist the Sales team during field installation or travel to customers’ site to help implement the LIS connection, provide troubleshooting and training.

Reviews and provide reports to management including trend analyses, hot topics, suggestions and opportunities to appropriate management teams for improvement of the products and processes.

Reviews Company and external literatures related to LIS for improvements.   Stay updated on different LIS systems in the field and work closely with the Product Manager on compatibility issues.

Participates in projects related to new products for LIS validation.

Technical Support Activities

Responsible for addressing application and instrument issues.

Provide technical support for new and existing customers.

Participate in industry forums and product Sales demonstrations.

Quickly responds to customer inquiries and request regarding products, questions and technical problems.

Conducts research to obtain support information if necessary.   Proposes alternative solutions to customers for a variety of issues.

Responsible for guiding complaint resolution to ensure that proper and satisfactory responses and results are provided to customers.

Maintains a high level of customer satisfaction

Conducts all duties with the highest level of professionalism.

Completes special projects as assigned.

Information Management & Reporting Activities

On a regular basis, communicates with both internal and external Company personnel and affiliated personnel providing important information regarding company products.

Reviews and edits operator manual for all models of laboratory equipment sold by the Company.

Attends and participates in group meetings, task force groups, etc., as needed.

Plans, coordinates and prepares reports, surveys, research information and any special requests made by senior management.

Other Activities

Assists in the control of processes and/or procedures to assure the highest possible levels of quality.

May provide various reports and information concerning market information, product liability issues, etc., as requested.

Seeks constant improvement in work processes and techniques to increase department productivity.

Maintains good communications both inside and outside of the Company.

Education

Associates degree (A.A.) or equivalent in IT and/or equivalent combination of education and experience.

Bachelor’s degree preferred.

Experience & Minimum Qualifications

3-5 years’ experience in Information Technology (Hospital IT/LIS preferred)

Strong customer satisfaction skills.

Strong organization and multi-tasking skills.

Ability to write daily reports, business correspondence and sales reports according to specified timelines.

Ability to effectively present information and respond to questions from groups of managers, customers, etc.

Ability to get along well with diverse personalities.   Must be tactful, mature and flexible.

Fluency with a variety of word processing and spreadsheet software packages used on personal computers.

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to carry out instructions furnished in written, oral or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Excellent written and verbal communication skills.   Ability to present ideas in a clear and concise manner.

Physical Requirements & Working Environment

This position requires the employee to frequently sit.   In addition, the employee is occasionally required to stand, walk, use hands and fingers and reach with hands and arms.

Ability to work in a fast-paced, dynamic environment.

Ability to read and analyze hard written copy and information on a computer screen.

Ability to successfully respond to multiple work pressures.

Ability to travel to other locations both within and outside of the local region.   Must have a valid driver's license and access to a car.

Ability to communicate verbally and in writing to individuals and groups.

Ability to communicate verbally in person and using a phone.

Ability to listen, unders…