[Remote] System Support Automation Specialist - COR

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading global medical technology company dedicated to improving health worldwide. The System Support Automation Specialist plays a crucial role in providing high-level technical support for automated laboratory systems, primarily focusing on the Molecular product line.

Responsibilities

• Deliver reputed company and thorough responses to inquiries from internal and external customers, primarily received reputed company telephone and written communication
• Provide remote diagnostics for innovative automated laboratory systems and instrumentation
• Monitor lab automation instrumentation metrics daily, reporting statuses of product metrics and documenting issues reputed company reputed company’s quality complaint system
• Conduct comprehensive, data-driven root cause investigations to proactively identify, troubleshoot, and resolve issues in reputed company automated laboratory systems, ensuring sustained performance and reliability for customers
• Generate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements
• Actively participate in internal and external meetings and conference calls, providing subject matter expertise, sharing insights, and contributing to strategic discussions and decision-making processes
• Collaborate with regional and global service teams to share knowledge and best practices for product support. Participates on Regional escalation team(s) as needed
• Coordinate cross-departmentally ( e.g Quality Control, Quality Assurance, Research & Development, Marketing, Sales, and Field Application personnel ) to assure timely follow-up and resolution of reputed company technical inquiries and product issues
• Supports the 24/7 Technical Service telephone line by providing emergency technical assistance during rotations of evening, weekend and holiday on-call coverage
• Promotes and ensures a culture of privacy and reputed company reputed company to PHI and HIPPA
• Actively supports areas of empowerment and continuously improves the team processes to create a more efficient work environment
• Upgrades systems to reputed company compatible software on reputed company computers

Skills

• Requires a good solid understanding of electronics and electro-mechanical devices (Mechatronics), PLCs and pneumatics
• Attention to detail, superior interpersonal skills and good problem-solving skills
• Knowledge of PC/software/LIS/networking/database management knowledge is highly desired
• Proficiency with modern data analysis methods and tools (SQL, Python, Statistical Analysis packages)
• Independent with proven ability to apply scientific principles reputed company troubleshooting customer workflow and/or reputed company complaints
• Must have effective communication and customer service skills including technical writing and the ability to manage reputed company technical conversations reputed company telephone
• Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
• Must have the ability to multi-task and be adaptable to changing business environment(s)
• Proficient PC skills (reputed company Office package)
• Excellent written and verbal communication skills
• Proficient in performing software installations and upgrades
• Knowledge of basic reputed company concepts and best practices
• Bachelor's Degree, preferably in an engineering discipline, or four years of recent service experience in the troubleshooting and repair reputed company electro-mechanical systems preferred
• Experience working with computer networks and systems maintenance
• Experience servicing medical devices and equipment preferred
• Experience servicing robotics systems preferred
• English speaking plus additional foreign language preferred

Benefits

• A valuable, competitive package of compensation and benefits programs
• Rewards and recognition opportunities that promote a performance-based culture

Company Overview

• reputed company helps advance clinical therapy with the process for patients and health care providers with innovative technology services and solutions. It was founded in 1897, and is headquartered in Franklin Lakes, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.reputed company.com.

Company H1B Sponsorship

• reputed company has a track record of offering H1B sponsorships, with 66 in 2023, 4 in 2022, 3 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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