Product Support Specialist - Diagnostics

Diazyme, an affiliate of General Atomics, is a cGMP and ISO 13485 certified medical device manufacturer. Diazyme uses proprietary enzyme technologies to develop diagnostic reagents that 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. Responsibilities Provide technical support to customers for company products via telephone or email communication. Troubleshoot and resolve customer technical product issues. Compile data and document customer technical issues to support product quality programs and product development. Maintain and develop positive customer relations. May perform off-site installation, testing and validation. Respond to customer inquiries and provide technical support via telephone or email communication. Troubleshoot and resolve moderately complex technical product issues utilizing technical product knowledge. Perform internal testing for customer correlations to support problem resolution. Log all technical support calls in system to support product quality programs and product development. Collaborate with team members and/or field support to recommend action plans to resolve customer technical issues. Enter and maintain database record of customer profiles and ensure database is accurate. Handle customer issues and complaints efficiently and professionally. Ensure issues are resolved in a timely manner. Maintain, analyze, update, and develop various electronic and hard copy records. Maintain strict confidentiality of sensitive information. Perform other duties as assigned. Observe all laws, regulations, and other applicable obligations wherever and whenever business is conducted on behalf of the Company. 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. Qualifications Typically requires an associate's degree or equivalent and two or more years of progressive technical support experience; equivalent professional experience may be substituted in lieu of education. Demonstrate a general understanding of applicable industry standards and regulations and have considerable knowledge of computer operations and applications. Customer focused with the ability to identify and analyze issues. Good 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. Use judgment in handling customer inquiries and exhibit tact and diplomacy in resolving customer product problems. Maintain confidentiality of sensitive information. Work independently and in a team environment; also able to work extended hours and travel as required. Job Type: Full-Time Hourly Salary range: 41,290 - 61,375 #J-18808-Ljbffr Diazyme Laboratories, Inc.