Immucor, Inc. Technical Support Representative III - Transplant in San Francisco, California
Founded in 1982 and based in Norcross, GA, Immucor is a global leader in transfusion and transplantation diagnostics products that facilitate patient / donor compatibility worldwide. Our mission is to ensure that patients in need of blood, organs, or stem cells get the right match that is safe, accessible, and affordable. The result is life changing for patients in need of a transfusion or transplant. Our new corporate identity illustrates the right match of donors with patients in need of blood or a specific organ, as well as Immucor’s partnership with healthcare organizations in need of innovation and productivity. With the right match, we can transform a life together!
We are seeking a Technical Support Representative III to be a part of our growing company. As a Product Support Representative, you will provide domestic and international customer support and troubleshooting of Lifecodes products, both over the phone and on site. We offer competitive salaries and benefits, as well as opportunities for professional advancement. This is a challenging and rewarding opportunity for a highly skilled candidate.If you’ve got the necessary skills and experience to excel in this position, we want to hear from you. Apply today!
This position is not eligible for sponsorship for work authorization by Immucor, Inc. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time .
As a Technical Support Representative you will handle customer inquiries and complaints. This requires fielding questions, designing and performing necessary experiments, and working with R&D SMEs to provide solutions to end users. In addition, you will be expected to perform product demonstration and training to internal and external customers. You will also be responsible for participating in other product support functions contributing to sales success.
Work with R&D on-site for early access to technical details about new assay/software prior to launch.
Perform user acceptance testing and provide detailed report.
Performs assay/software demonstrations at customer or company sites
Prepares and presents seminars
Helps support technical training for Sales Representatives.
Collaborates with R&D, Marketing and Sales Representatives to develop technical selling strategies and accompany to customers' laboratories to provide technical assistance in response to customer inquiries.
Represents Immucor at conferences and trade shows to present Immucor products and gather information.
- Provides troubleshooting support for assay/software to customers and resolve and/or escalate issues & complaints as appropriate.
o Provide support by phone/email and/or on-site as needed.
o Procure and log in customer samples and data as needed
o Directly work with R&D SMEs to assess issues, design and execute appropriate troubleshooting experiments, and provide solutions to customers
Provide first line response for complaint handling, including customer management, confirmatory testing, and documentation in 21 CFR 820 compliant system
Providing documentation of calls in CRM system; escalating issues requiring further investigation to management
Provides technical training to customers both on-site and at Immucor training centers.
Demonstrates basic operating and troubleshooting procedures for instruments pertaining to NGS and applications workflows.
Coordinates cross-functional engagements for situations that require unique and/or urgent response from customer facing team members.
• Provides and continuously updates customer contact relevant information. Track, record and document relevant information from all inquiries from customers
Additionally, Technical Support Representative provides domestic and international customer support and troubleshooting of Next Generation Sequencing (NGS) products both over the phone and on site. Our ideal candidate would have knowledge of HLA in transplant diagnostics, NGS experience, knowledge of and experience with broad molecular techniques and standard knowledge of laboratory procedures.
As Technical Support Representative III, you must be able to travel up to 50% of the time, including international travel, in order to provide training, troubleshooting, instrument set-up, and demonstrations. You must also have excellent communication skills.
Additional qualifications include:
Master’s degree with 1 or more years of experience with troubleshooting or bachelor’s degree with 3 or more years of experience
Working knowledge of precision pipetting, standard laboratory procedures, and bio-hazardous precautions
Next Generation Sequencing skills, strongly desired
ASHI-Certified Histocompatibility, Technologist, or Supervisor (CHT, CHS), a plus
Knowledge of GMP and FDA regulations in clinical diagnostics market
Lab background as a Medical Technologist and / or exposure to biology/immunology, a plus
Experience with software programs used for data analysis, strongly desired ; database management experience, a plus
Exposure to Luminex platform, a plus
Must be willing to travel to customer sites and interact with lab personnel at all levels
IMMUCOR, INC IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER; MINORITY/FEMALE/DISABLED/VETS; DRUG FREE WORKPLACE
RESUMES SUBMITTED TO IMMUCOR FROM THIRD PARTY RECRUITMENT FIRMS WILL NOT BE CONSIDERED.
This position is not eligible for sponsorship for work authorization by Immucor, Inc. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time.
Job Locations US | US-CA-San Francisco | US-CA-Los Angeles | US-WA-Seattle | US-CA-San Diego
Job ID 2021-2548
Category Medical Technology