Customer Technical Support - Clinical Diagnostics

Job Description

Overview We currently have an excellent opportunity for an experienced Customer Technical Support (CTS) to join our Pacific CTS team, based in Western Sydney. Reporting to the CTS Manager – Pacific Rim, you will be responsible for providing internal and external customers with a quality level of technical & application support. This role will provide first level remote (phone) diagnostic and application support for users of Bio-Rad clinical diagnostic instruments. This role interacts daily to provide customer support to reduce instrument downtime and increase customer experience on using our products and services. You will manage Australian and New Zealand technical and operation escalation cases in our integrated Global Complaints Handling system. How You’ll Make an Impact: Be ready to take in-bounds calls and attend customer complaints/inquiries in a professional manner Perform comprehensive investigation of product complaints and appropriately document Provide requested documentation (e.g. user manuals, instructions for use, certificates, SDS etc) to customers Practical troubleshooting over the phone, using workshop/office lab facilities if necessary Respond accordingly to deliver on Bio-Rad’s promise to the customer Help users to work with our products, resolve all the issues with systems, software; escalating when necessary Follow up cases escalated to Level 2 (service engineer and application spec.) and Level 3 (manufacturing site) in a timely manner and update stakeholders Review pending cases and manage to get them closed in a timely manner What You Bring: Degree qualified in Medical Science, Pathology or similar Customer service experience, laboratory experience and experience with diagnostics/life science equipment/tests. Prior experience in a customer diagnostic support or super user training will be an added advantage Excellent written and verbal communication skills, organisational skills. Proactive approach placing the customer at the centre of what we do Good and consistent documentation skills, able to work independently with minimal supervision Must be a team player who can collaborate well with cross-functional teams Skill and knowledge in HPLC, Blood grouping, Laboratory Quality Control will be an added advantage Full unrestricted rights to work in Australia If you have experience that aligns with the responsibilities of this role, we encourage you to apply. Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Benefits: Bio-Rad's biggest asset is its people, and our robust offerings serve to enrich the overall health, wealth, and wellbeing of our employees and their families through the various stages of an employee’s work and life cycle. We’re proud to offer a variety of options, including salary packaging options (novated leasing), extensive learning and development opportunities, education benefits, Employee Assistance Program for all employees and their immediate families and insurance offerings with our default Superannuation fund. EEO Statement: Bio-Rad is an Equal Employment Opportunity employer, and we welcome candidates of all backgrounds. People with disabilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply. Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes. #J-18808-Ljbffr