Product Support Specialist II

Job Summary

Diazyme, an affiliate of General Atomics, is a cGMP and ISO 13485 certified medical device manufacturer. Diazyme uses its proprietary enzyme technologies to develop diagnostic reagents which can be used on most automated chemistry analyzers in user-friendly formats. Their products include test kits for diagnosis of cardiovascular disease, liver disease, cancer markers, renal disease, diabetes, and electrolytes.

We currently have an exciting opportunity for a Bio-Tech Product Specialist in our affiliate Diazyme Laboratories Inc. located in Poway, CA supporting our Technical and Product Support Teams.
Under general supervision, this position is responsible for providing technical support to customers for company products via telephone or email communication. Troubleshoots and resolves customer technical product issues.

Compiles data and documents customer technical issues to support product quality programs and product development. Maintains and develops positive customer relations. May perform off site installation, testing and validation.

• Responds to customer inquiries and provides technical support via telephone or email communication.
• Troubleshoots and resolves moderately complex technical product issues utilizing technical product knowledge.
• Performs internal testing for customer correlations to support problem resolution.
• Logs all technical support calls in system to support product quality programs and product development.
• May collaborate with team members and/or field support to recommend action plans to resolve customer technical issues.
• Enters and maintains database of record of customer profiles and ensures database is accurate.
• Responsible for handling customer issues and complaints efficiently and professionally.
• Ensures issues are resolved in a timely manner.
• Maintains, analyzes, updates, and develops various electronic and hard copy records.
• May perform off site, installation, testing and validation.
• Maintains strict confidentiality of sensitive information.
• Performs other duties as assigned.
• Responsible for observing all laws, regulations, and other applicable obligations wherever and whenever business is conducted on behalf of the Company.
• Expected to work in a safe manner in accordance with established operating procedures and practices.

We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply.

Job Qualifications

• Typically requires an associate's degree or equivalent and two or more year's progressive technical support experience. Equivalent professional experience may be substituted in lieu of education.
• Must demonstrate a general understanding of applicable industry standards and regulations and have considerable knowledge of computer operations and applications.
• Must be customer focused and possess:
• The ability to identify and analyze issues.
• Organization skills to maintain flow of work within the unit.
• Good interpersonal, verbal and written communication skills to interface with internal employees and external customers.
• Ability to troubleshoot and problem solve issues of moderate complexity.
• The ability to use judgment in handling customer inquiries and tact and diplomacy in resolving customer product problems.
• The ability to maintain the confidentiality of sensitive information.
• The ability to work both independently and in a team environment is essential as is the ability to work extended hours and travel as required.